Dispute Resolution Officer

Income Officer

Location: North London

Salary: £35,425 per annum

Hours: 37.5 per week

Contract: 12 month Fixed Term Contract

Are you passionate about supporting residents to sustain their tenancies and achieve financial stability? We're looking for a motivated and customer-focused Income Officer to join a dedicated housing team, helping to ensure that residents receive an effective, supportive and fair income management service.

The Role

You will take ownership of a defined patch of properties, providing a proactive and efficient rent collection and arrears recovery service. This is a varied and rewarding position where you'll combine strong communication and negotiation skills with empathy and problem-solving, ensuring tenants are supported to manage their rent commitments and sustain their tenancies.

Key responsibilities include:

• Managing rent accounts, identifying arrears early and taking appropriate action to prevent debt escalation.
• Working closely with residents to provide advice on welfare benefits, budgeting and income maximisation.
• Taking cases through the full arrears recovery process, including serving notices and representing the organisation in court when required.
• Liaising with external partners such as Housing Benefit, DWP, CAB and other support agencies to achieve positive outcomes for residents.
• Maintaining accurate records and ensuring all actions comply with policy, legislation and pre-action protocols.

About You

We're seeking someone with proven experience in income management or rent arrears recovery within a housing or related setting. You'll have a good understanding of social housing, tenancy law, and welfare reform, and be confident handling sensitive situations with professionalism and care.

You should be:

• Customer-focused, with excellent communication and negotiation skills.
• Experienced in managing rent accounts and achieving successful arrears recovery outcomes.
• Comfortable attending court, preparing documentation and representing cases.
• Organised, analytical and able to work effectively both independently and as part of a team.

What's on Offer

• A supportive and friendly working environment
• Hybrid working arrangements (post-probation)
• 25 days holiday plus bank holidays
• Healthcare cashback scheme
• Generous pension
• Ongoing learning and development opportunities

If you're looking for a role where you can make a real difference to people's lives while developing your career in housing, we'd love to hear from you.