Financial Inclusion Officer

VRF - 178439

Income & Financial Inclusion Officer
- Birmingham

From £32,569.13 to £37,384.00 plus car allowance

37.5 hours per week
- Permananet contract

7th August 2026

To support the Operations Manager
- Income Services in delivering a high performing, customer focused income management service

To maximise and protect the organisation's income by delivering an effective income recovery service, ensuring the timely collection of rent, service charges and former tenant arrears, and taking appropriate enforcement action where required.

The postholder will be responsible for the proactive management of arrears cases, reducing debt, preventing income loss and delivering high levels of collection performance.

They will also support customers to maximise their income through welfare benefits advice, financial inclusion initiatives and referrals to specialist services, helping to sustain tenancies and improve financial resilience.

Manage a designated caseload of rent accounts, ensuring arrears are identified, monitored and addressed promptly.

Deliver a customer-focused service, ensuring customers understand their responsibility to pay rent and are supported to prevent arrears from escalating.

Make regular contact with customers through telephone calls, correspondence, home visits and digital channels to maximise income collection and sustain tenancies.

Negotiate realistic and sustainable repayment arrangements, monitoring compliance and taking appropriate action where agreements are not maintained.

Take recovery action in accordance with organisational policies and procedures, including preparing and serving legal notices and progressing cases through the legal process where necessary.

Prepare cases for court and represent the organisation at hearings, ensuring compliance with relevant legislation and pre-action requirements.

Maintain up-to-date knowledge of welfare benefits, Universal Credit, welfare reform and income maximisation opportunities.

Identify customers experiencing financial hardship or vulnerability and provide appropriate support, advice and referrals.

Undertake financial assessments and develop sustainable solutions to improve financial resilience and tenancy sustainment.

Support customers to access welfare benefits, Discretionary Housing Payments, grants and other financial assistance.

Work closely with Housing Officers, the Tenancy Sustainability Officer, support teams and external agencies to sustain tenancies.

Identify vulnerabilities and safeguarding concerns and make appropriate referrals.

2+ years working in social housing income recovery.

Experience preparing and presenting court cases in the county court.

Experience working in a high‗volume, fast‗paced environment.

5 GCSEs including Maths and English or other relevant professional qualifications

Strong communication, interpersonal, negotiation, and decision-making skills.

Ability to manage conflicting priorities and work independently and as part of a team.

Reliable and punctual

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

• 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

Trident Group has over 60 years’ experience of delivering homes, services and innovation for up to8,000 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…