Role Overview As an Income & Admin Officer, you will work collaboratively to provide income management advice, guidance, and support to customers and colleagues. Your focus will be on supporting customers to sustain their tenancies, maximizing rental income, and delivering income administration across assigned properties. This role requires occasional travel and offers a hybrid working arrangement after training. Key Responsibilities Income Management Take responsibility for arrears management, rent collection, and maximizing income, collaborating with colleagues using psychologically informed environments (PIE) and trauma-informed care principles. Ensure customers understand their responsibilities regarding rent and service charge payments and their impact on tenure. Engage proactively with customers, providing advice, guidance, and co-producing plans as part of the responsive rent arrears management process. Manage the income management process by developing tailored payment plans for individual circumstances. Provide guidance and advice to ensure financial inclusion, directing customers to resources for benefit claims, debt issues, and money management. Make referrals to the Riverside Income Maximisation Team for complex cases. Offer up-to-date advice on effective tenancy sustainment approaches to support income management. Discuss complex arrears cases with relevant parties to present management strategies. Assist colleagues with eviction processes as needed and advise customers on efficient payment options. Administrative Support Administer petty cash for required services. Monitor income and expenditure. Generate and communicate rent statements as required. Maintain and update tenancy information, rent accounts, and financial data on appropriate platforms. Submit information, including funding and performance returns. Produce reports and documentation to support income management delivery. Additional Information Work normal office hours with some flexibility to meet business needs. Travel to different properties within the defined area as required. Use the Lone Worker system as necessary, ensuring safety protocols are followed. Participate in team meetings, regular supervisions, and reflective practice sessions. Ongoing training and development to ensure safety in role delivery. Person Specification Essential Skills Experience working with vulnerable and diverse customer groups with complex needs. Customer-facing experience with excellent communication skills, empathy, and support capabilities. Team player with flexibility and a can-do attitude. Decision-making abilities in effective rent arrears management. Competence in literacy, numeracy, administration, and IT systems. Desirable Skills Knowledge of current benefit systems. Experience in care and support services. Ability to plan, prioritize, and organize tasks effectively. Knowledge of debt management.