Income Officer in Walsall

We are seeking a proactive and customer-focused Income Officer to conduct all aspects of income collection, helping residents sustain their tenancies through early intervention, financial inclusion support, and effective arrears management

You will be responsible for maximising rental income, supporting current and former tenants with rent account management, providing signposting for housing benefit and other financial advice, and working closely with internal teams and external agencies to deliver positive outcomes for residents. The role requires excellent communication skills, sound judgement, and the ability to manage a varied caseload while meeting performance targets.

Job Purpose

• Ensure the maximisation of income for both current and former tenants by working supportively and proactively with the aim of sustaining tenancies.
• Provide an excellent customer focused service for all residents ensuring that they are aware of their responsibility to pay rent on time and regularly and to advise on preventative action to be taken to stop them falling into arrears.
• Perform financial inclusion activities including the identification of potential arrears, early intervention, conducting personal contact, providing signposting for housing benefit and other financial advice where necessary, including those cases with unique or complex needs.
• Ensure that services are delivered in accordance with annually agreed performance targets.
• Lead on all aspects of the income collection service.

The successful candidate will have experience in housing, income recovery, welfare benefits, or financial advice services, together with a strong understanding of the social housing sector. You will be a skilled communicator, highly organised, committed to customer service, and able to build effective relationships with residents.

We are genuinely proud of our diversity, our people, our values, our homes and our achievements and you will support our ongoing evolution.

In line with our ethos as an organisation, we are committed to creating a diverse and inclusive organisation with a sense of belonging, where everyone knows their opinions matter and their talents can be fully utilised. We encourage applications from those of all backgrounds and strongly value having a workforce that includes people who have different life experiences.