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Title:  Income Officer - Local Operations


Stoke on Trent, West Midlands, GB, ST4 2RS

Department:  Housing Services
Operation:  Sanctuary Housing
Requisition Number:  190464

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.


Income Officer - Local Operations


Homeworking – based in Stoke


£29,809 - £31,378 per year


37.5 hours per week - Monday to Friday


We have an excellent opportunity for an Income Officer – Local Operations to join our Housing Income Team. In this exciting role, you will be responsible for providing a high-quality income and debt recovery service to a designated area. Managing a caseload, you will utilise your customer service skills to contact customers in arrears to maximise income through negotiation and tenancy enforcement. You will have the opportunity to make a real difference to income collection services and a chance to work and develop your career in an organisation that wishes to remain a market leader in the provision of high-quality housing services.


This is a home based role with extensive travel and some occasional attendance at a local office / hub as and when required.


The role of Income Officer - Local Operations will include:

  • Ensuring accounts in arrears are managed effectively, resolving queries and escalations as appropriate
  • Engaging with customers to ensure barriers for rent payments are addressed through the provision of high-quality advice and support
  • Developing, building and maintaining relationships with key stakeholders, residents, staff including housing and letting teams and a range of external organisations and agencies
  • Producing statistical information against key performance indicators, allowing for accurate recording and performance monitoring
  • Meeting all legislative and regulatory requirements for income management activities (including court attendance and evictions), referring to policies and procedures where necessary


Skills and experiences:

  • Proven experience within a housing management, debt collection and income related environment
  • Excellent interpersonal and customer service skills, allowing you to negotiate and present effectively
  • Proven knowledge of relevant regulations, legislation and good practice is essential
  • Intermediate working knowledge of Microsoft Office packages (Excel, Word & PowerPoint) and IT literate is essential
  • A working knowledge of debt collections or benefit systems is desirable
  • Proven experience of working within a target/result driven environment
  • A strong ability to prioritise workload and meet deadlines using effective organisational skills
  • Travel is a requirement of the role, therefore a full valid driving licence is essential


Why work for us?

Sanctuary Housing is one of the UK’s leading social landlords, providing around 70,000 homes across England. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organisation, we reinvest any surplus we make back into the local communities we serve.


Our Benefits    

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

  • 25 days annual leave (rising to a maximum of 30 days) plus public holidays
  • A pension scheme with employer contributions from Sanctuary
  • Life Assurance
  • Employee Advice Service including counselling
  • Cycle to Work scheme
  • Voluntary health plans  
  • Employee discounts
  • Wellbeing support and tools
  • Employee recognition scheme
  • £29,809 per annum (rising to £31,378 per annum after 12 months, subject to satisfactory performance)


To view the job profile, please click here


Closing Date: 11 August 2022


We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.


‘For an insight into what it’s like to work for us, take a look at #LifeatSanctuary on Twitter


Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers. 
We work closely with the Home Office in order to prevent illegal working.
A basic Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.