Income Maximisation Officer – AR

London Source: WhatJobs

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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