Income Officer

As a Senior Income Officer, you will be responsible for delivering accurate, efficient and compliant income related processes that ensure customer accounts are managed effectively. The role involves working with a range of financial, administrative and performance-based tasks, ensuring that information is processed correctly, cases are progressed appropriately and data is reliable and up to date. You will work closely with colleagues across the service, handling specialist tasks and ensuring that key processes run smoothly. The role requires strong attention to detail, confidence with data and systems, and the ability to manage a varied workload in a fast-paced environment. You will play a key role in:

• Maximising income collection
• Promoting a rent-first, prevention focused approach
• Ensuring accurate, reliable and timely performance data
• Contributing to service improvements, digital development and process efficiency
• Working with internal and external partners to support vulnerable customers
• Ensuring legal and regulatory compliance across income processes
This is a rewarding role where you will make a meaningful difference to residents' lives while strengthening both their financial wellbeing and the financial resilience of Sandwell Council.,
• Deliver accurate and compliant income-related processes, ensuring cases are progressed appropriately
• Manage account terminations, credit accounts, Breathing Space notifications
• Produce high-quality performance reports, scorecards and data analysis
• Assist with the arrears write-off process, ensuring evidence and recommendations are robust
• Identify risks, trends and opportunities to support service improvement
• Contribute to policy development, process reviews and digital enhancements
• Work collaboratively with partners, stakeholders and other council services
• Support training and knowledge-sharing within the team
  
  Are you an organised, detail-driven professional with strong analytical skills, a passion for delivering a high-quality service and supporting strong service performance. We are looking for a part time Senior Income Officer to play a key role in managing complex income related processes, supporting colleagues and compiling accurate, timely data that drives effective decision-making., We are looking for someone who can demonstrate:
• Minimum 2 years' experience in a rent arrears recovery or similar income management environment
• Detailed knowledge of income collection and arrears management
• Experience supporting customers with complex and multiple needs
• Understanding of welfare benefits, money advice and financial inclusion issues
• Experience of working to deadlines, prioritising and organising workloads
• Willing to undertake training in order to fulfil responsibilities of the post
Skills and Attributes:
• Highly organised, detail-focused and confident managing complex processes
• Strong analytical, decision-making and problem-solving skills
• Excellent written communication and ability to produce clear, accurate reports
• Confident communicator, able to work effectively with colleagues, partners and customers
• Resilient, proactive and able to manage competing priorities
• Customer-focused approach, with empathy and professionalism
• Comfortable working in a fast-paced environment and adapting to change
• Ability to work flexibly, including evenings/weekends when required
Qualifications:
• Literacy and Numeracy level 2 or equivalent
Why join our team? Working with us means being part of a supportive, forward-thinking service that is committed to delivering positive outcomes for residents. You will be empowered to grow, develop and make a real impact. We value innovation, collaboration and a strong commitment to customer service and we're looking for someone who shares those values.