Stonewater
Income Officer
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Income Officer Opportunity at Stonewater
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 with 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).
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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.
Job Description - Income Officer
Interviews
1st stage: a role play exercise with an Income Team Leader
2nd stage: values & competency-based interview via MS Teams
Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check (if applicable), satisfactory references, and possession of a valid Right to Work document.
This role may require specific qualifications, skills, knowledge, and behaviours to meet the Competence and Conduct Standard for Social Housing. If not already qualified, there may be an expectation to study towards a professional qualification.
Discover Stonewater:
Stonewater is one of the UK’s largest social housing providers, driven by our purpose that everyone has a place to call home. With around 40,000 homes, we proudly serve more than 93,000 customers, providing safe, affordable homes and the services and support that help people and communities thrive.
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Our mission is to make a difference to our customers and communities through quality homes and great services that reflect our social ethos. Guided by our vision to be the most trusted, inspiring, and sustainable provider of affordable homes, we offer homes for rent, shared ownership and purchase, alongside specialist housing and support services, including retirement living, supported housing, domestic abuse refuges, LGBTQ+ safe spaces, and young people's foyers.
Everything we do is centred on our customers. We build trusted relationships, create lasting social value, and invest in homes, services, and communities that enable people to live independently, realise their potential, and thrive. Through innovation, collaboration, and a long-term commitment to sustainability, we are helping shape stronger communities for the future.
We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health, and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix.
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.
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