Senior Housing Income Officer

Title: Senior Housing Income Officer (NB. The official title for this role is Senior Customer Account Lead.)

Contract Type: Permanent, Full Time, 35 hours

Salary: Starting from £37,451 per annum (London weighted salary) or £33,688 per annum (Regional salary)

Grade: 7

Reporting Office: London, Stratford or Manchester, Trafford

Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date: 27 th July 2026 – 23:00

Interview Dates: Week commencing 10 th August 2026 via Ms Teams

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more ...

Our Income Team plays a vital part in reducing arrears, sustaining tenancies and maximising income. As a Senior Housing Income Officer you will bring your experience in income collection and arrears management to a role where no two days are the same.

You’ll manage a busy caseload of rent accounts, working with residents to agree payment plans and provide support, while also preparing cases for court and ensuring compliance with legal protocols. This is a fast‑paced, high‑volume role where your decisions directly impact residents and help reduce arrears.

• Manage accounts from the start of tenancy through to enforcement action, including preparing and referring cases for court.
• Work proactively with residents to agree tailored payment plans, provide support referrals, and help sustain tenancies.
• Handle a high volume of inbound and outbound calls in a fast‑paced contact centre, alongside written communication.
• Make confident, informed decisions to progress cases in line with L&Q’s Income Collection policies and pre‑court protocols.
• Demonstrate resilience and empathy, balancing supportive engagement with firm action to reduce arrears.

• Experience of debt recovery and managing cases through the full arrears lifecycle, including legal protocols.
• Strong analytical and decision‑making skills, with the ability to calculate payments accurately and act decisively.
• Excellent communication and negotiation skills, with proven experience of handling sensitive customer situations.
• Outstanding organisation and time management skills to meet KPIs and multiple deadlines.
• A collaborative approach, working effectively with colleagues, residents, and external partners to deliver solutions.

London
- Stratford or Manchester
- Trafford