Income Officer

We're looking for a customer-focused and organised Income Officer - Temporary Accommodation to join Birmingham City Council's Housing Solutions and Support Service, helping to maximise income collection and support residents living in temporary accommodation. You'll manage income-related enquiries, carry out financial assessments, process rent payments and work directly with residents to address arrears and agree suitable payment arrangements. Through a proactive and supportive approach, you'll help customers understand their financial responsibilities, access relevant benefits and improve their financial stability. Working collaboratively with colleagues and partner agencies, you'll contribute to effective income management, accurate financial administration and continuous service improvement. You'll also help ensure all work is completed in line with relevant housing legislation, welfare reform, Council policies and procedures, delivering a fair, efficient and responsive service. What you'll be doing

• Respond to customer enquiries across telephone, face-to-face, home visit and digital channels, providing timely advice and support on income-related matters.
• Complete financial assessments and income calculations for residents in temporary accommodation, identifying payment issues and taking appropriate action to maximise income collection.
• Manage and process temporary accommodation rent payments, monitor accounts and arrears, and liaise with residents to agree appropriate payment plans and resolve outstanding balances.
• Provide advice and guidance on housing-related financial matters, welfare benefits and benefit entitlement, supporting financial and digital inclusion and helping residents access the assistance available to them.
• Use relevant IT systems and databases to process requests, update records, maintain accurate account information and retrieve data for income management, audits and reporting.
• Assist with the preparation of statistical information, written reports and performance updates, support audit activity and implement recommendations within agreed timescales.
• Work collaboratively with colleagues, benefits teams and external stakeholders to resolve income-related issues, contribute to service and policy development, and promote equality, sustainability and continuous improvement.
  
  Experience in income management or financial administration, ideally within a housing, temporary accommodation or local authority environment.
• Knowledge of housing legislation, homelessness, welfare reform and housing support regulations, with the ability to apply this knowledge to income recovery and customer support.
• Strong numerical and analytical skills, with the ability to complete financial assessments, interpret account information and identify discrepancies or potential issues with rent payments.
• Excellent communication and negotiation skills, with the ability to engage professionally with residents, landlords, benefits teams, colleagues and external agencies, including when dealing with upset or challenging customers.
• Good IT and administrative skills, including experience using databases and computer systems to manage accounts, process information and produce accurate records and reports.
• Strong organisational skills, with the ability to work independently, prioritise competing demands, meet deadlines and maintain accuracy in a busy, customer-focused environment.
• A commitment to delivering excellent customer service, supporting residents experiencing financial difficulties and working fairly and inclusively, with an understanding of safeguarding responsibilities and the importance of ongoing training and development.
  
  Working for Birmingham City Council is more than just a job; it's about making life better for the 1 million plus people who live and work in the city., The Council is a fantastic place to work. You will find an organisation that is both challenging and supportive; with a leadership impatiently adventurous in its pursuit of excellence.
There is a clear vision which is ensuring that the Council is working for communities today and building for tomorrow, we focus our resources on five key priorities:
• A Prosperous Birmingham: through a focus on inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.
• An Inclusive Birmingham: through a focus on tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting and enabling all children and young people to thrive.
• A Safe Birmingham: through a focus on making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.
• A Healthy Birmingham: through a focus on tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.
• A Green Birmingham: through a focus on street cleanliness, improving air quality, continuing the route to net zero, and becoming a city of nature.
We see the Council's role as providing strategic leadership - that's being able to visualise a new future for the city and equipping others to share our vision. We want to ensure the provision of services for all, so we can support those least able to support themselves by working with partners and putting citizens and neighbourhoods at the heart of our decision-making. We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision. We will support you to develop and thrive in your role, building a pathway for long-term success, with lots of development opportunities, such as apprenticeships.

In return, we offer you excellent terms and conditions, generous annual leave, a great pension scheme, well-being support, annual travel passes and discounts at a number of city centre establishments.