Income Officer

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
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.
Prepare and present court cases, ensuring compliance with pre-action protocol and organisational procedures.
Serve legal notices and authorise enforcement actions in line with delegated authority., 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 consdidered.
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.

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.

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.
Strong interpersonal, negotiation, and decision-making skills.
Knowledge of legislation and regulatory requirements relating to income management.
Ability to manage conflicting priorities and work independently.
Reliability, integrity and accountability.
Excellent communication skills.
Accuracy, attention to detail, and methodical working.
Ability to manage sensitive and complex cases with professionalism.
Flexible and adaptable approach.

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.
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