Income Recovery Officer

This is an exciting opportunity to join the Income Management Team within the Place Directorate at Sandwell MBC as we continue to invest in the service to ensure it meets our customer's expectations.

We are committed to providing an excellent customer journey with a clear emphasis on prevention, early help, and support. You will have responsibility for undertaking all aspects of income and debt recovery for your allocated area of work, this will include providing initial advice on housing benefit/universal credit housing costs and implementing practical measures to mitigate the impact of Welfare Reform, ensuring that all avenues are utilised to secure an outstanding debt, for example applying for third party deductions, managed payments and discretionary housing payments.

The Income Management Team is responsible for managing, monitoring, and recovering arrears of rent and other housing related charges from current and former tenants. A key objective is to combine the effective recovery of arrears with tenancy sustainment through the provision of quality advice, assistance and support to those in need. You will be a key player in ensuring that prompt and effective action is taken to control and recover rent arrears and in maximising income collection.

• Literacy and Numeracy level 2 or equivalent (or willing to obtain numeracy within 12 months)


• A minimum of 2 years' experience of working in a rent arrears recovery or similar income collection environment


• Proven experience of managing an arrears/debt caseload/patch


• Comprehensive knowledge of arrears management procedures and processes, including the legal framework for the recovery of housing related debt and good practice.


• Ability to effectively communicate at all levels through an approachable manner, including with customers, stakeholders, and team members


• Ability to 'collect with care' seeking first to understand a customer's circumstances fully


• Ability to work on own initiative with effective organisational and time management skills with the ability to work to strict deadlines


• Ability to determine and review priorities and achieve performance targets


• Ability to present accurately and concisely written and oral reports and statistical information


• Ability to carry out financial assessments to determine a customer's financial circumstances, tenancy affordability and support needs


• Detailed knowledge of Universal Credit, Universal Credit vulnerability tiers, managed payments, and the third-party deduction scheme.


If you have the drive to deliver a quality, customer focused service we would like to hear from you.