Income Officer in Watford

As an Income Officer, you'll play a key role in helping residents sustain their tenancies while ensuring the organisation can continue delivering great services. You'll manage a patch of properties, working directly with customers to resolve arrears, prevent debt from escalating, and provide support that makes a real difference to people's lives. This is a varied role that combines customer contact, problem-solving, partnership working and legal processes - ideal for someone who enjoys a mix of independence and teamwork.

At Watford Community Housing, we provide vital services that help people to live better lives. We're looking for an Income Officer to join our Housing team and play a key role in supporting residents to sustain their tenancies, while helping us maximise the income we need to deliver great services.

Role purpose: To provide a proactive income and arrears management service for a defined patch, ensuring customers receive the support they need to maintain successful tenancies.

Key Accountabilities:

• Manage rent arrears and tenancy-related debts in line with policy, procedures and best practice.
• Reduce debt owed in rent and service charges through early intervention and effective case management.
• Work closely with Lettings colleagues to prevent arrears for new customers.
• Support tenancy sustainment by identifying vulnerabilities and referring to safeguarding, social services, mental health teams and other agencies where appropriate.
• Take appropriate action to prevent arrears escalation, including making affordable repayment agreements, serving notices, preparing legal paperwork and presenting cases in court.
• Monitor payment defaults following legal action and take further steps where required.
• Maintain accurate records and ensure regular contact with tenants.
• Provide advice on budgeting, income and expenditure, and welfare benefits, referring complex cases to specialist agencies.
• Liaise with Housing Benefit and the DWP (Universal Credit) to resolve claims and adjustments.
• Set up and amend direct debits in response to customer or Housing Benefit changes.
• Carry out home visits and office appointments to discuss arrears.
• Reconcile payments and adjustments with the Finance Team.
• Achieve agreed income recovery targets for rent collection and arrears reduction.
• Undertake any other duties appropriate to the role.

What are we looking for?

Essential:

• Experience: Proven debt management experience; experience supporting people in challenging or stressful situations; experience presenting in court and understanding legal processes for rent arrears.
• Knowledge: Understanding of relevant housing legislation; familiarity with Microsoft Office; ability to use Housing Management and Arrears Management systems.
• Skills & Abilities: Excellent customer service, communication, negotiation and problem-solving skills; strong organisational and time-management abilities; accurate data input; ability to work independently and collaboratively; ability to manage confrontation; valid driving licence and access to a vehicle.
• Qualifications: Good general education or relevant experience.

Desirable:

• CIH-recognised qualification.
• Commitment to CIH professionalism standards and championing the role of housing professionals.

Who you'll work with:

Responsible to: Area Housing Manager
Department: Housing

Our values:

• Professional - We are honest, open and respectful. People trust us to keep our promises.
• Collaborative - We work together as one team and build lasting partnerships to get results.

What can we offer you?

• 28 days' annual leave (pro rata)
• Employer pension contribution of up to 11%
• Development opportunities
• Comprehensive employee rewards scheme

How we work: We embrace agile working - blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.

How to apply: If this sounds like your next role, click 'apply now', tell us why you've got what it takes, and attach a copy of your current CV. Closing date: 18th March 2026. Interviews: week commencing 23rd March 2026 (Please note we reserve the right to close the vacancy early if we receive a large response.)