Trident Group – UK
Senior Income Officer
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VRF - 0177591
Senior Income Officer - Birmingham
From £36,500.00 to £40,819.00 + Car Allowance
37.5 hours per week - Permanent Contract
10th August 2026
About The Role
To support the Operations Manager - Income Services in delivering a high‑performing, customer‑focused income management service that maximises rental and service‑charge income, sustains tenancies, and ensures early and effective intervention. The Senior Income Officer will be responsible for actioning cases in a patch, act as a technical lead on complex cases, including schemes operating under protected licences and other non-secure tenure arrangements, supervise an Income Assistant, and oversee data collection and reporting to enable accurate monitoring of monthly rent‑collection performance.
What You’ll Be Doing
- The Senior Income Officer will lead on complex arrears cases, including those schemes operating under protected licences and other non-secure tenure arrangements.
- Managing arrears cases where tenants have additional support needs, ensuring all actions are person‑centred, compliant, and in line with licence conditions.
- Monitoring income performance across supported schemes and identifying patterns, risks, and opportunities for intervention.
- Supporting the continuous improvement of processes relating to protected licences, including updating procedure documents, templates, case recording standards, and staff training.
- Monitor rent accounts proactively, ensuring prompt action on arrears and tenancy‑sustainment support.
- Carry out home visits and virtual appointments to prevent arrears and encourage positive payment behaviour.
- Manage complex or high‑risk cases, including those approaching legal action.
- Maintain detailed knowledge of welfare benefits, the welfare‑reform agenda, and income‑maximisation solutions.
- Liaise effectively with Housing Benefit, DWP and partner agencies to resolve claim issues and secure income.
- Provide advice and signposting to customers to support sustainable tenancies
- Providing expert advice to colleagues on the correct use of protected licence agreements, notice periods, occupancy rules, and enforcement options.
- Ensuring early identification of vulnerabilities and coordinating wrap‑around support with internal teams, support providers, mental health services, adult social care, and external agencies.
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Who we’re looking for?
- 3+ years working in social housing income recovery.
- Experience preparing and presenting court cases.
- Prior responsibility for mentoring, coaching, or supervising staff (desirable for senior level).
- Experience working in a high‑volume, fast‑paced environment.
- 5 GCSEs including Maths and English (or equivalent).
- Relevant professional qualification in housing (CIH level desirable).
- Strong understanding of social housing, arrears management and tenancy‑sustainment practice.
- Up‑to‑date knowledge of welfare benefits and income‑maximisation techniques.
- Confident using spreadsheets, CRM systems, and Microsoft applications.
- High level of numeracy and literacy.
- Able to interpret and analyse performance data.
Why join us?
This is not just a ‘job’ this is the feeling of knowing that you are part of something bigger and being able to go home each day with job satisfaction and pride in what is achieved by Trident Group every day.
Our purpose is putting people and communities at the heart of our services and the safe homes we provide. To deliver against our purpose we will be:
- Trustworthy
- Collaborative
- Accountable
- People Focused
- Caring in all we do
The Benefits
- 34 days annual leave, plus the option to purchase up to 5 additional days
- A day off for your birthday
- 4 days off when you move home
- Life assurance (3 x salary)
- Employee Assistance programme & wellbeing programme
- Flexible Working options
- Learning & Development opportunities
Who we are?
Trident Group has over 60 years’ experience of delivering homes, services and innovation for up to 8,000 people in over 3,600 homes in some of the most disadvantaged communities in the Midlands. The Group employs more than 650 staff, works with volunteers and provides training places and apprenticeships for many more.
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The Group consists of;
- Trident Housing, which provides landlord services for the Group in respect of housing management and maintenance
- Trident Reach, which is a registered care and support charity delivering trauma informed care and support services.
We celebrate Equality, Diversity, and Inclusion and as a trauma informed organisation we are continually striving to build a community where everyone feels valued, respected and equally guided by our beacon of hope.
As a Disability Confident Committed Employer, we have committed to:
- ensure our recruitment process is inclusive and accessible
- communicating and promoting vacancies
- offering an interview to disabled people
- anticipating and providing reasonable adjustments as required
- supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work
- at least one activity that will make a difference for disabled people
How to apply?
If you think this role is a good fit for you, click apply and upload your CV!
All applicants must provide their right to work documentation at interview stage, such as a valid passport which will be verified to check your eligibility to work and live in the UK.
As an organisation we do not offer visa sponsorships. Only applicants with existing right to work in the UK will be considered.
Relevant roles will be subject to a successful disclosure at an appropriate level from Disclosure and barring service (DBS).
We reserve the right to close this vacancy early should sufficient applications be received.
At Trident Group, we only consider agency introductions where a signed agreement is in place, and where the agency has been specifically contacted by a member of our People & Culture Team. We do not accept responsibility for any fees related to unsolicited or speculative CV submissions made directly to our employees or outside of the above.
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