Income Maximisation Officer – AR

Overview

In this role you will help sustain tenancies and improve rent collection by proactively engaging tenants, managing cases, and coordinating with internal and external partners. You will work to reduce rent arrears, support customers in financial hardship, and ensure timely actions are documented. The role mixes case management with community-based work, including home visits, to achieve targets on arrears reduction and income maximisation. This is a hybrid, frontline position focused on tenancy sustainment within the housing service.

Responsibilities

• Manage a caseload of tenants with rent arrears and take proactive steps to reduce balances
• Engage with tenants to understand arrears causes and identify solutions
• Negotiate and monitor affordable repayment arrangements
• Support tenants experiencing financial hardship to maximise income and access benefits or financial support
• Undertake home visits and community-based engagement as required
• Collaborate with internal teams and external agencies to support tenancy sustainment
• Maintain accurate case records and document actions and agreements
• Monitor rent accounts for early intervention or further action
• Work towards rent collection, arrears reduction and performance targets
• Manage cases independently while contributing to the wider housing/income team

Key requirements

• Experience in housing income, rent recovery, income collection or income maximisation
• Proven experience managing rent arrears and reducing balances
• Experience negotiating and monitoring repayment arrangements
• Experience working to collection or performance targets
• Strong case management skills to manage a caseload independently
• Experience supporting tenants in financial hardship and helping access support
• Excellent communication, negotiation and customer service skills
• Ability to work with internal departments and external agencies
• Full UK driving licence and willingness to travel for home visits and meetings

• Communication
• Negotiation
• Customer service
• Case management
• Debt recovery & negotiation
• Benefits access and financial support navigation

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