Income Collections Officer

About the role

Role Summary

Working with Income colleagues and under the direction of the Area Income Manager you will play a key role in providing an effective income management service for Town and Country Housing:

• Provide a comprehensive customer focused Income Management service.
• Support the Area Income Manager, Income Managers and Income Officers in providing services to tenants. To ensure records are well managed and maintained ensuring high levels of customer satisfaction with Income Services.
• Represent TCH, liaising with residents and partner agencies.
• Manage rent accounts in accordance with the policies and procedures of TCH, including covering the work of absent Income Managers and Income Officers as required.
• Work with internal teams and external agencies to ensure effective communication around collection, support and enforcement of payments due, ensuring appropriate engagement with Tenancy and Money Support to provide support as a preventative tool.

Salary:

£31,160

Hours of Work:

35

Contract:

Permanent

Probation Period:

6 Months

Notice Period:

1 Month

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Meet your Manager

"I have worked in social housing for 15 years and have had various roles. As the Income Area Manager, I am responsible for a team of Income Managers who provide a great service to our customers, and who work closely with other teams to achieve positive outcomes.
In my spare time I enjoy reading a good book, doing crafts and spending time with friends and family."

Natasha Stanley-Andrews, Income Area Manager

What will you be doing?

Role Specific Responsibilities

• Use a range of IT and management systems effectively and maintain the housing management computer systems, ensuring that all arrears’ actions and contact with customers are recorded accurately and appropriately.
• Scanning, e-filing and maintaining up-to-date, clear records in relation to all duties including computer records.
• Manage a portfolio of cases which will include (but not limited to) former tenant arrears, former tenant credit cases and non-rent debts.
• Regularly monitor accounts, initiating appropriate action where necessary and applying a consistent approach to arrears management by complying with the arrears policy and procedure.
• Input changes to Housing Benefit and Universal Credit Housing Element entitlements on tenants’ rent accounts.
• Assist with checking amendments to direct debit mandates ahead of the annual rent reviews.
• Dealing with routine enquires in respect of rent and arrears, ensuring that electronic file notes are completed and passed on to the relevant Income Managers or other teams as appropriate.
• Set up and record repayment agreements with current and former tenants.
• Issue refunds, collect debts promptly, support the successful ending of tenancies and recommend debt and credit write offs as required.
• Identify cases that require legal action in accordance with policy and procedures and assist in applying for and enforcing money judgements.
• Subject to training, provide cover for absences and vacancies arising within the Income Manager and Officer posts.
• Understand and appreciate the wider context for the work of the department/team and liaise with other departments/teams to ensure that the businesses objectives are optimised.

General

• To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible.
• Recognise, respect, and promote the different roles and diversity of the individuals within the business.
• To actively contribute towards key performance indicators and professional standards.
• Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
• To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge.
• Attend and participate in training and other meetings and staff events as required.
• Be an effective member of your team, presenting a positive impression of your section and the business.

About You

Education & Qualifications

• Level 2 qualifications, including Maths and English (equivalent to 5 GCSEs).

Key Skills & Competencies

• Strong communication skills and proficiency in MS Office and Outlook.
• High attention to detail with a problem-solving approach.
• Ability to work flexibly, under pressure, and meet tight deadlines.
• Understanding of GDPR requirements and commitment to confidentiality.
• Previous experience managing social housing stock.
• Ability to communicate with a range of stakeholders face to face, in writing and on the telephone.
• Ability to produce clear and concise written reports.
• Ability to work on own initiative and initiate new ideas.
• Self-motivated with the ability to prioritise workload and be effective in time management.
• Effective use of IT management systems, Word, Excel and Outlook.
• Effective use of Social Housing Management Systems.
• Ability to be flexible in approach to changes in the working environment.
• Demonstrable achievements in improving services for customers, and in motivating others to deliver excellent services.
• Demonstrated ability to build and sustain effective external networks.
• Knowledge of housing policy and good practice in the sector.
• Commitment to equal opportunities and customer engagement.
• A passion for innovation and best practice.
• Personal resilience and a high degree of self-confidence and determination.
• Personal commitment to a culture that emphasises continuous improvement through staff development and personal growth.
• Excellent communication skills.
• The strength and drive to meet high standards and commit to challenging goals and objectives.
• Able to analyse information and data logically and reach sound conclusions. Understand the business environment of Town & Country.

Behaviours

• The desire to address the needs of customers in a way that shows commitment to excellent customer service, seeking feedback to drive product improvement.
• Evaluates and reviews work to meet high personal standards that consistently meet or exceed expectations.
• The ability to interact and build productive relationships internally and externally.
• Communicate effectively and professionally, projecting a positive impact on recipients
• The ability to develop professional curiosity.
• Ability to think innovatively while assessing risks and opportunities in a measured way.
• Demonstrates resilience in pressured and stressful situations.
• Committed to delivering excellent results and customer service with a positive, flexible approach.
• An organised, hardworking team player with a “can-do” attitude.
• Willing to learn task prioritisation in a fast-paced setting.
• Passionate about learning and achieving great results for all customers.
• A strong communicator who takes ownership of issues and seeks timely solutions.

Why Choose Us

• Contributory pension scheme 4% to 10% matched contributions
• Hybrid working
• Free onsite car parking
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
• Extensive annual Staff Wellbeing programme
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
• Annual flu vaccinations
• Access to an extensive range of corporate discounts on shopping, travel & days out
• Social events, including lunchtime walking, rounders, festive Fridays
• Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:

Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.

Apply

Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to recruitment@tch.org.uk.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Wednesday, 3 December 2025

Interview Date:

Tuesday, 9 December 2025