Income Support Officer

The Income Support Officer will play a vital role within the Income and Housing Team by assisting the Team Leader and Senior Income Officer in managing income-related tasks. This position focuses on delivering efficient and customer-centric income services, ensuring tenants receive all benefits they are entitled to, and maximizing rental income through excellent customer support.

Key Responsibilities

- Conduct outbound welfare checks and engagement calls to tenants regarding income and benefits.
- Handle inbound tenant calls related to benefit queries and resolve issues promptly.
- Verify that tenants are receiving all applicable benefits to which they are entitled.
- Collaborate closely with Housing Support Officers and Housing Officers to support tenant welfare.
- Work alongside care providers’ management and staff to advocate for tenant interests.
- Facilitate remote income meetings with managers, appointees, and tenants to address rent arrears and ensure timely payment of rent and Housing Related Legislation (RHL).
- Assist tenants in completing housing benefit claims and report any changes to maintain accurate rent payments and minimize arrears.
- Maximize tenant contributions and take appropriate debt recovery actions as directed by management.
- Liaise with the finance department to resolve internal account discrepancies.
- Support tenants with complex welfare and benefit applications, including Discretionary Housing Payments (DHP), housing benefit reviews and appeals, Personal Independence Payment (PIP) applications, and other related issues.
- Schedule and coordinate operational activities while maintaining up-to-date records.
- Collect, monitor, analyze, and log operational data such as quality and compliance audits, inspections, room checks, low-level query responses, project status reports, management action lists, and regular updates to Excel trackers.
- Manage downloading and uploading of reports and documents across various IT systems.
- Analyze data and reports to identify trends or patterns that may impact income management.
- Collaborate with management and finance teams to develop effective solutions for tracking, monitoring, and managing rent arrears.

Required Qualifications

- Strong literacy and numeracy skills with keen attention to detail and the ability to address discrepancies accurately.
- Excellent telephone manner and communication skills.
- Minimum of two years’ experience in an administrative role, or at least one year in a similar income support or housing-related position.
- Ability to think logically, follow established procedures, and work methodically.
- Highly organized and process-oriented, capable of multitasking and meeting tight deadlines.
- Strong reasoning skills and objective problem-solving abilities.
- Motivated and ambitious with a clear interest in career progression.

Preferred Qualifications and Benefits

- Bachelor’s degree in Business or an equivalent field is required; a Master’s in Business Administration (MBA) is preferred.
- Knowledge of finance principles is advantageous.
- Working hours are Monday to Friday, from 12:00 PM to 9:00 PM.
- This is an in-person role.
- Salary range is Rs 55,000 to Rs 60,000 per month.

This role offers an excellent opportunity for individuals looking to develop their career in income support within the housing sector, combining administrative expertise with customer-focused service delivery.