Norwich City Council
Income Officer
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Income Officer
The Housing Income Team at Norwich City Council are looking for an Income Officer to join its busy and diverse team. This is a great opportunity to become part of a fast-paced, ever-adapting and friendly team of Income Officers and help deliver outstanding customer service to our residents, colleagues and external partners.
The Income Officer supports tenants in maintaining successful tenancies and maximising income, whilst identifying and responding appropriately to vulnerabilities.
The role demands excellent problem-solving, negotiation, and communication skills, alongside a strong understanding of welfare benefits and debt advice strategies.
Job Description
As an Income Officer with Norwich City Council's Housing Income Team you will be responsible for the effective implementation of the rent arrears recovery policy and procedures. You will contribute to the provision of support for those people that need it, set up sustainable repayment arrangements as well as providing sign posting to relevant advice agencies.
You will provide welfare benefits and debt advice to our customers and present possession proceedings in court when necessary. This job involves lone working, visiting customers in their homes and offering solutions to assist with payment of rent arrears.
Responsibilities
- Responsible for reducing tenant rent arrears and outstanding court costs with the Council's housing stock.
- To handle queries and complaints to give tenants high quality customer services and ensuring high levels of customer satisfaction.
- Provide debt awareness and welfare rights advice and encourage the take-up of welfare benefits and assistance.
- Be responsible for instigating legal proceedings and the administration of court applications in respect of the recovery of tenant debts, including representing the Council at County Court Hearings and carrying out evictions as required.
- Assist in making recommendations on current tenant debt recovery policies and procedures and contributing to the overall performance of the Income Team.
- Be aware of, and keep up to date with, current relevant legislation.
- To operate working protocols with the Tenancy service and other Council departments to ensure smooth, effective delivery of a joined-up service to residents in neighbourhoods.
- To ensure compliance of key performance indicators and targets.
- Post holders will be expected to be flexible in their duties and carry out other duties commensurate with the grade and falling within the general scope of the job, as requested by management.
- Duties and responsibilities must be carried out in accordance with relevant Norwich City Council policies and procedures, within legislation and any code of professional ethics of relevant professional body.
- All staff are expected to maintain a high standard of customer care in the context of the council's core values to uphold the Equality and Diversity Policy and health and safety standards and to participate in personal learning and development necessary to the post.
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Skills Required
- Communicate well both verbally and in writing.
- Approach work in an organised methodical way with excellent attention to detail.
- Ability to organise and manage a busy caseload work effective prioritisation of the work.
- Be adaptable, accept personal responsibility & problem solve employing personal initiative.
- Able to work with a wide range of people, always be in control and avoid confrontational situations.
- Good negotiation skills with a persuasive manner.
- The ability to analyse, manipulate and interpret data from a variety of sources.
- Complete tasks and respond promptly to resident's enquiries.
- Demonstrate a strong commitment to team working.
- Demonstrate an understanding of and commitment to diversity issues.
- Follow policies and procedures and make recommendations to improve service delivery.
- Work in a pressurised, fast moving environment.
- Full UK driving Licence
Interviews
Interviews will be held at City Hall in person.
For more information
For more information on this post please contact Vicky Dyas 01603 989337 or Julie White 01603 989625
Educational Requirements
- Numeracy and literacy qualifications (GCSE equivalent, grade 4/C and above)
Why work for us
Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.
To find out more about working and living in Norwich Home | Work in Norwich.
The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve, to find out more about what it is like to work in local government visit Working in local government - #LocalGov Careers - Youth Employment UK.
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We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays and working arrangements to suit all lifestyles.
Equal Opportunities Policy
The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.
Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.
Benefits
We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
- All employees are eligible to join the Local Government Pension Scheme (LGPS)
- Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees
- In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas
- Norwich City Council supports its employees through the provision of occupational health and employee assistance support
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