Income & Sustainment Officer

Job Description

Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.

Income & Sustainment Officer

Shrewsbury | Permanent | 37 hours per week £31,537 - £33,699 per annum

Do you thrive on balancing firm income recovery with supportive, person‑centred customer service?

We're looking for an Income & Sustainment Officer to manage a varied income caseload and help tenants stay in their homes by tackling arrears early, providing practical support and taking proportionate enforcement action where needed.

What you'll be doing

• Managing a designated caseload of rent and housing‑related debt
• Maximising income while minimising arrears and tenancy failure
• Agreeing sustainable repayment plans with tenants and former tenants
• Supporting customers to maximise income, access benefits and manage affordability
• Working closely with colleagues, the DWP, local authorities and partner agencies
• Progressing formal recovery and court action in line with policy where required

What we're looking for

• Experience in income recovery, housing management or debt advice
• Knowledge of welfare benefits and income‑related issues
• The ability to challenge constructively while remaining fair, supportive and professional
• Confidence working independently, including home visits and lone working

Why join STAR Housing?

• Make a real impact by helping tenants sustain their homes and finances
• 28 days annual leave, rising to 33 after 5 years
• Supportive team, clear procedures and ongoing development

A suitable vehicle is required for this role. Appointment is subject to a DBS check. xwzovoh

PandoLogic. Keywords: Customer Service Representative, Location: Shrewsbury, ENG - SY3 8BE