Income Officer

Position: Permanent, full time 37hrs per week Location: Birmingham /Hybrid – minimum two days a week

We are brave, we are ambitious, we are honest, and we are Citizen!

Are you eager to make a positive impact on people’s lives? Citizen is looking for a proactive Income Officer to join our dedicated team. In this role you will be responsible for the collection of rent and service charges; whilst providing essential support to our customers and contributing to the financial stability of our organisation.

As an Income Officer you will work directly with shared ownership and leasehold customers to negotiate repayment plans, address payment issues and progress cases through our arrears procedure. We’re looking for candidates with experience of working in the housing sector, with knowledge of welfare benefits and income management. If you have strong communication skills and a compassionate, solution-focused approach this could be the right opportunity for you, apply now!

Manager’s Quote:

“At Citizen, we believe that through understanding and supporting our customers we can help them maintain their rent and service charge accounts. This is crucial to create a positive outcome for both our individual customers and communities.”

In housing you can make a real difference, the role of Income Officer will involve:

Working with colleagues and the Customer Service Centre to manage the rent and service charge accounts for leaseholders and shared owners from beginning to end.
Promoting sustainment by supporting an accurate, responsive rent and service charge enquiry information service, together with representing Citizen at County Court.
Working with internal and external partners to ensure vulnerable customers are identified and are offered appropriate support.

As an Income Officer, we need you to have:

Knowledge and understanding of current best practice in income management and arrears processes and be able to demonstrable relevant experience of working in a housing environment or a similar related role.
Knowledge of welfare benefits.
Well-developed IT skills including the use of MS Office and the ability to proficiently use computer databases is also required.
Strong communication skills and ability to deliver your skills through effective working relationships with work colleagues and customers.
Current clean driving licence and have access to a vehicle to enable travel to properties and schemes.
Ability and willingness to work flexibly and to attend meetings and other events outside normal business hours to meet the needs of the service may be required.

We would be really excited if you have:

Experience of dealing with leasehold and shared ownership accounts

We will be an employer of choice and invest in our people

To deliver the best services for our customers we need employees who are passionate, committed and engaged. We will create a culture where every individual feels comfortable and confident to be themselves and the wellbeing of our employees is a priority. We will work together as one team and embrace our Citizen values.

We will attract and retain the best and brightest professionals, support them to achieve their potential, and reward and recognise them for the fantastic work they do.

Competitive benefits:

Annual leave purchase scheme – option to buy up to an additional 5 days per year
Annual leave starts at 25 days per year plus bank holidays
Enhanced family leave (maternity, paternity and adoption)
Organisational Sick Pay
Generous Pension Scheme – The option to contribute 4%, 6% or up to 10% which Citizen will match
Life cover of three times your annual salary if you join the pension scheme

Health and Wellbeing

We provide IT and Home Office equipment to support hybrid working
Occupational Health
EAP – a 24/7 telephone counselling service providing free, confidential advice.
Cashback scheme – cashback on optical, dental, prescriptions and a range of other medical costs meaning the costs are covered for employees. The scheme also offers digital Physiotherapy app, retail vouchers and discounts, discounted gym memberships and more!
Access to Citizen’s Wellbeing initiatives and Wellbeing platform

Learning and Development

Extensive learning and development opportunities.
Opportunity to study for a professional qualification
Opportunity to join the Staff Consultative Forum and EDI Forum.

Here at Citizen, our purpose is to provide homes that are a foundation for life.

With over fifty years of experience, we have grown to be one of the UK’s most trusted social housing providers, Citizen owns and manages 30,000 homes for diverse communities across the West Midlands, from urban tower blocks to rural villages and towns.

There are some fundamental challenges people in our communities’ face, and we want to be an organisation which can help them deal with these. So, we are working to solve some of the most pressing issues around housing and homelessness.

We adopt a proactive approach to safeguarding to ensure everyone accessing our services can do so without fear of harm, abuse or neglect. As part of our recruitment process, we carry out robust safeguarding checks.

This post is subject to a Basic DBS check (Disclosure and Barring Service).

Further information on our selection process and Equality and Diversity commitment can be found at www.citizenhousing.org.uk

Closing date: 14th March 2025

Interview date: To be arranged

Please note we will be reviewing applications throughout the campaign and may invite candidates to interview at any time. We reserve the right to close this role earlier than the published closing date should a suitable candidate be identified.