Assistant Income Officer

About the role

The Assistant Income Officer will support the delivery of an efficient, customer-focused income management service for Plumlife Homes. The postholder will assist with the recovery of rent, service charge, commercial, former tenant, cyclical and recharge debts, helping to achieve collection targets while maintaining tenancy sustainability and supporting residents who may be experiencing financial difficulty. The role will contribute to maximising income, improving customer satisfaction and ensuring accurate administration across income management processes.

Responsibilities

• Take ownership and day-to-day management of an allocated arrears patch.
• Manage commercial arrears and support timely recovery action in line with policies and procedures.
• Manage former tenant arrears for all tenures to maximise income recovery for Plumlife.
• Produce court documentation and attend court hearings.
• Produce invoices and payment demands for commercial customers where required.
• Manage virtual accounts, ensuring recovery of this debt for Plumlife.
• Support the Income Officer with the recovery of current, former, cyclical and recharge debts owed to the Group, including leasehold, shared ownership, private rented and freehold accounts, in accordance with policies and procedures and under the supervision of the Income Manager.
• Provide administrative support to the Income Officer, including scanning, photocopying, processing refunds, setting up direct debits and taking payments.
• Deliver a high standard of customer service by understanding why arrears have accrued, providing a customer-focused response and ensuring vulnerable residents are offered appropriate support, with legal action used only as a last resort.
• Communicate effectively and professionally with customers by telephone, email and written correspondence.
• Maintain accurate system records, ensuring all contacts, actions and transactions are recorded promptly and correctly.
• Undertake relevant continuing professional development and complete training as directed by the Group.

Requirements

• Knowledge of housing-related debt and the ability to balance customer needs with the financial requirements of the organisation.
• Understanding of relevant income collection processes, including leasehold, shared ownership and private rented accounts.
• Evidence of meeting performance indicators and targets, with the ability to prioritise a varied workload effectively.
• Excellent communication skills, both verbal and written.
• Ability to work effectively and constructively as part of a specialist team.
• Excellent customer service skills.
• Ability to identify residents who may require debt advice or additional support and refer them to appropriate services.
• Experience of promoting services or engaging effectively with internal and external stakeholders.
• IT literate, with knowledge and experience of using Microsoft Office applications. Strong Excel skills are essential, including the ability to use mail merge.
• Ability to travel to other offices when required, including access to appropriate transport.
• A commitment to understand the challenges and opportunities that exist in the communities in which we work. Lived experience in social housing is particularly valued.
• A passion to advocate on behalf of people and communities.
• A commitment to work in partnership with others for the benefit of Great Places.
• A commitment to continuous learning and improvement and a willingness to work towards obtaining an IRPM qualification.
• Possession of, or desire to progress towards, a housing-related qualification such as CIH.
• Ability to work flexibly when needed.

Benefits

• Pension: DC Scheme with up to 10% contribution from both the colleague and Great Places.
• WPA Healthcare auto-enrolled at no contribution level, with £1,250 of savings available, with the option to increase and add family members.
• The Market Place: high street, restaurant and supermarket discounts, gym memberships, cycle to work, smart tech loans and much more.
• Annual leave starting at 26 days, increasing up to 30 days within 5 years, plus bank holidays.
• Reward and Recognition: You Count Rewards, which are individual rewards for going 'above and beyond'.
• Help with transport: season ticket loans, an affordable way to purchase season tickets for public transport at discounted rates.
• Wage Stream: access to savings opportunities and early access to wages.
• All benefits can be used inside and outside of work, reflecting Great Places' commitment to colleague wellbeing.