Income Officer, Leicester Forest East

We are seeking a proactive and empathetic interim Housing Income Officer based at a head office in Leicester. This is a hybrid post with 2–3 days a week in the office. There is an opportunity for this role to get permanent.

The primary focus of this role is to support customers in sustaining their tenancies through a customer‑focused approach, fostering a culture of early intervention and arrears prevention while robustly managing rent, service charge, and lease fee income.

• Manage a portfolio of arrears cases to ensure debt is consistently reducing across a variety of tenure types.
• Handle end‑to‑end arrears enforcement by issuing legal notices, preparing court documentation, and representing the organisation in court to request appropriate orders.
• Lead on the annual rent and service charge setting process, communicating all adjustments clearly to superior landlords, tenants, and benefit departments.
• Proactively engage with Housing Benefit departments and the DWP (Universal Credit) to resolve complex claim issues and ensure payments are assessed efficiently.
• Support Housing Officers with data collection and allocate incoming cash payments directly to debt via the finance system.
• Produce comprehensive monthly and quarterly arrears, rental income, and void income reports for senior leadership and superior landlords.
• Handle difficult financial conversations with tenants and appointees with deep understanding and empathy to build strong rapport.
• Identify service weaknesses and design strategic action plans for effective income management in support of the Head of Housing.

• Location: Based out of our central Leicester head office, at least 2 days a week on site
• Salary: £#removed# per hour based on experience

• Experience: Essential previous experience working within a housing association in an income management role, with a proven track record of reducing arrears.
• Knowledge: Deep knowledge of Housing Benefit regulations; a solid understanding of the Supported Housing sector and Intensive Housing Management models is highly desirable.
• Qualifications: CIH Level 3 qualified or holding equivalent housing management qualifications is strongly preferred.
• Skills: Excellent attention to detail, strong analytical report writing capabilities, and highly effective internal and external stakeholder management skills.
• Core Competencies: A resilient, "can-do" attitude with the ability to confidently navigate lone working, handle sensitive client data securely, and maintain an up‑to‑date knowledge of relevant welfare legislation.

Please apply for this role online or contact Matt at Avalon for a confidential discussion.

Avalon, trading name of Spirehouse Recruitment Limited, is an equal opportunities employment business and employment agency. We practise a diverse and inclusive recruitment process that ensures equal opportunity for all individuals.