Income Maximisation Officer – AR

Job Details

Income Maximisation Officer

About the Role

We are currently seeking an experienced Income Maximisation Officer to support the effective collection of rental income and reduce rent arrears through proactive tenant engagement, early intervention and effective case management.

The successful candidate will work closely with residents, internal departments and external agencies to help sustain tenancies, improve rent collection and support customers experiencing financial hardship.

Key Responsibilities

  • Manage a caseload of tenants with rent arrears, taking proactive action to reduce outstanding balances.
  • Engage directly with tenants to understand the causes of arrears and identify appropriate solutions.
  • Negotiate and monitor affordable repayment arrangements.
  • Support tenants experiencing financial hardship to maximise their income and access appropriate benefits or financial support.
  • Undertake home visits and community-based engagement where required.
  • Work collaboratively with internal teams and external agencies to support tenancy sustainment.
  • Maintain accurate case records and ensure all actions and agreements are appropriately documented.
  • Monitor rent accounts and identify cases requiring early intervention or further action.
  • Work towards agreed rent collection, arrears reduction and performance targets.
  • Manage cases independently while contributing effectively to the wider housing/income team.

Essential Experience

The successful candidate must have:

  • Previous experience working within a housing income, rent recovery, income collection or income maximisation team.
  • Proven experience managing rent arrears cases and reducing outstanding balances.
  • Experience negotiating and monitoring repayment arrangements.
  • Experience working to collection or performance targets.
  • Strong case management skills and the ability to manage a caseload independently.
  • Experience supporting tenants experiencing financial hardship and helping them access appropriate support.
  • Excellent communication, negotiation and customer service skills.
  • The ability to work effectively with internal departments and external agencies.
  • A full UK driving licence and willingness to travel within the community for home visits and meetings.

Key Skills

  • Rent Arrears & Recovery
  • Income Maximisation
  • Tenancy Sustainment
  • Case Management
  • Debt Recovery & Negotiation
  • Customer Engagement
  • Financial Support & Benefits
  • Stakeholder Management

Working Pattern

The role will involve a combination of case management and community-based work, including home visits and meetings with residents.

A full UK driving licence is essential.