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Title:  Income Officer - Local Operations


Stroud, South West, GB, GL5 1ED

Department:  Housing Services
Operation:  Sanctuary Housing
Requisition Number:  85643

Sanctuary Housing Services 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


South West: Covering M4 / M5 corridor - North Somerset / Bath / Bristol / Gloucester Stroud and Cheltenham areas


An anticipated balance of home and office working with occasional attendance at a local office / hub as required along with extensive travel across the stated regions.


£28,941 per annum (rising to £30,464 after 12 months service subject to satisfactory performance)


37.5 hours per week – Monday to Friday



We have an excellent opportunity for an Income Officer in our Local Operations team. In this exciting role, you are responsible for providing a high quality income and debt recovery service to a designated area. Managing a specific caseload, you will utilise your customer service skills to contact customers in arrears to maximise income through a combination of negotiation and tenancy enforcement.  Where necessary you will represent Sanctuary Housing at court hearings and at meetings with other organisations.


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 is a market leader in the provision of high quality housing services.


The role of Income Officer – Local Operations will include:

  • Ensuring accounts in arrears are effectively managed.
  • Carrying out visits to customers to ensure barriers for rent payments are addressed and providing high quality advice and support to maximise income. 
  • Developing, building and maintaining relationships with key stakeholders, including housing and letting teams and a range of external organisations and agencies.
  • Meeting all legislative, regulatory, policy and procedural requirements for income management activities, including representing Sanctuary Housing at court hearings.   
  • Producing statistical information on performance against key performance indicators
  • Extensive travel across your patch will often mean working remotely.


Skills and experience:

  • Proven experience within a housing management, income and debt recovery / collection related environment.
  • Knowledge and experience of debt collection or benefits systems is desirable.
  • Excellent interpersonal and customer service skills.
  • Proven knowledge of relevant regulations, legislation and good practice is essential.
  • A strong ability to prioritise workloads and able to work to deadlines.
  • Intermediate working knowledge of Microsoft Office (Excel, Word & PowerPoint) is essential.
  • Travel is a requirement of the role therefore a full valid driving licence and access to a vehicle 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.


Ready to join us?

As part of our commitment to making Sanctuary a great place to work, we offer a comprehensive reward and benefits package appropriate for the role that you do, including:

  • A pension scheme with employer contributions from Sanctuary
  • At least 25 days paid holiday, rising to 30 days after 5 years service
  • Life assurance
  • Family friendly arrangements, including opportunities for flexible working
  • Health and well-being plans
  • A variety of online discounts and rewards from major retailers
  • Tax efficient savings through our cycle to work scheme
  • A wide range of learning and development opportunities


To view the job profile, please click here


Closing Date: 7 March 2021


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.