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Income Officer

Blue Octopus Recruitment Ltd
Home Based
£25,883 per annum
Closing date
3 May 2024

Job Details

Here at Stonewater, an exciting opportunity has arisen for an Income Officer to join us and provide our customers, across all tenures to include social rented and homeowners, with the right support to manage their rent and service charge payments.

You’ll review both rent and service charge accounts contacting customers either by telephone or digital platforms to identify why they have not paid their charges and offer them appropriate support and advice to enable them to do so. You’ll ask questions to -find underlying issues and make our customers feel supported, all whilst ensuring they are clear on what action they need to take to find solutions to their debt issues. You’ll need to be highly resilient and able to handle challenging and sensitive conversations. You’ll manage a caseload and offer basic benefit advice, discuss repayment options and make affordable, sustainable arrangements.

We’ll provide you will full training and support when you join us.

This is a home based role and you won’t be required to visit our customers in their homes. You’ll be required to travel to a central location a few times a year to attend meetings.

The Income team operates between the hours of 08:00 – 20:00, Monday to Friday and 09:00 – 13:00 on a Saturday. You’ll work to agreed shifts, on a rota basis of either 08:00 – 16:00, 09:00 – 17:00 or 10:00 – 18:00 up to a maximum of 37.5 hours per week. This will also include a 12:00 – 20:00 shift on a weekday as well as a 09:00 – 13:00 shift on a Saturday (approx. 4 times every 2 months).

What makes you an ideal candidate for our Income team?

We’d ideally like someone who has experience of collections in a social housing environment, which would mean you’d have a good understanding of the benefits system including Housing Benefit and Universal Credit.

If you don’t have this experience though, don’t worry! What’s more important is a genuine desire to join a supportive team who work hard to support their customers.

We’re still keen to hear from you if you are self-motivated with a desire to perform to the best you can be, have a customer experience mindset and thrive on providing an exceptional service to customers. You’ll be well organised bring good communication and numerical skills.


1st stage: a role play exercise with an Income Team Leader

2nd stage: values & competency-based interview via MS Teams

Discover Stonewater:

Stonewater is a leading housing provider. We manage around 36,000 homes, serving 78,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market. Stonewater was one of the first social housing providers in the UK to adopt the Sustainability Reporting Standard (SRS), published by Good Economy. Using the Housing Association’s Charitable Trust (HACT) Value Insight model, we calculated that we made an impact of over £28m during 2022/23. We know that life can be hugely challenging for many of our customers right now, and we are pleased to say that more than 400 customers have been supported into work, education, training and independent living. If you would like to read more please visit: Stonewater's Social Value Report

We’re looking for like-minded people to join our team of over 800 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

Stonewater supports equality of opportunities and are dedicated to being a diverse, inclusive, and supportive workplace. We are a Disability Confident employer.

Are you ready to #DiscoverStonewater?

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.


Blue Octopus partners with employers from a multitude of different sectors and industries, using our next generation technology and recruitment expertise to help attract, engage and hire the best talent for their unique career opportunities. We know that having the right people in place is crucial to every business’ current and future successes, regardless of the area they operate in.

Over the last decade, our experience has allowed us to specialise in several sectors, including social housing.

Blue Octopus has a strong history of working with social housing providers to help them hire the best talent and improve their talent management processes. This experience, coupled with knowledge developed over time, has allowed us to fully understand both the market itself and the skills required within the sector. We understand that operating at a high standard, efficiently and cost-effectively, is vital for our clients in the Social Housing sector, who provide a much-needed service for their tenants.

Company info
Octo House, 2 Station Road
West Yorkshire
LS21 3HX
United Kingdom

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