Income Officer

Location: Stoke-on-Trent

Salary: £31,297.75 a year

We’re entering an exciting period of growth, and this role will play a key part in strengthening our income management service and supporting continued investment in our communities.

This person will be responsible for ensuring our rental and service charge income is maximized by delivering an effective income management service. They will manage income cases, including taking appropriate legal action whilst taking a customer centered approach. To work closely with the Income Specialist to ensure performance standards and KPIs are met.

What you’ll do:

• Maximise rental and service charge income through effective management of customer accounts.
• Proactively engage customers through calls, texts, emails and home visits to manage arrears and agree payment plans.
• Reduce legal action and evictions through early intervention and supportive debt management.
• Progress legal cases when necessary, including notices, court preparation and attendance at hearings or evictions.
• Deliver excellent customer service by accurately recording information, working collaboratively across teams and continuously developing practice.

Who you are:

• Experience working in housing and income collection services, ideally within social housing.
• Good understanding of housing services and the wider issues affecting customers and communities.
• Strong teamworking and relationship-building skills across teams and services.
• Excellent communication skills, IT proficiency and ability to use systems effectively.
• Organised, customer-focused and able to manage multiple priorities under pressure.
• A full driving licence and access to a vehicle.

Apply now! We may close this vacancy early if we receive a high volume of applications.

Closing date: 9th November 2026

Shortlist date: 10th November 2026

Interview date: TBC