Housing Income Recovery Officer

23 months fixed term

We’re looking for a motivated and customer-focused Housing Income Recovery Officer to join our Tenant Services team. This is a rewarding and fast-paced role where you’ll play a vital part in preventing homelessness, supporting tenants to sustain their tenancies and maximising rental income.

You’ll work closely with residents to provide practical advice, agree affordable repayment plans and take appropriate action where arrears persist. This role offers a great balance of customer support and enforcement, making a real difference to people’s lives while protecting the council’s income.

We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.

About the role

You’ll manage a diverse caseload, supporting tenants while ensuring income recovery processes are followed effectively.

You will

Proactively contact tenants in arrears, offering advice, guidance and support to help them manage their rent and avoid eviction

Negotiate realistic repayment agreements and monitor accounts to ensure arrangements are maintained

Take enforcement action where necessary, including progressing cases in line with legal and pre-court protocols

Provide advice on Housing Benefit, Universal Credit and wider welfare reforms, helping maximise tenant income

Carry out tenancy sign-ups, explaining rights and responsibilities and setting up sustainable payment arrangements

Visit tenants in their homes where required to resolve rent issues and provide tailored support

Work closely with internal teams and external agencies (e.g. DWP, Citizens Advice, social care) to support tenants and resolve complex cases

Maintain accurate records, update systems and ensure all customer interactions meet service standards

Support tenants with digital inclusion, including managing Universal Credit claims and online accounts

Identify vulnerable residents and ensure they are signposted to appropriate support services

About you

We’re looking for someone who combines strong customer service skills with confidence in managing challenging situations.

You will bring

Experience in income recovery, housing management or a similar role involving customer accounts and arrears

A good understanding of rent recovery processes, welfare benefits and relevant legislation, or the ability to quickly develop this knowledge

Experience working with customers in potentially difficult or sensitive situations, both face-to-face and over the phone

Strong negotiation skills, with the ability to agree realistic and sustainable repayment plans

Excellent communication skills, able to explain complex information clearly and empathetically

Good organisational skills and the ability to manage a busy caseload while meeting deadlines

Confidence using IT systems and maintaining accurate case records

A proactive, solution-focused approach with the ability to work independently and as part of a team

A commitment to delivering excellent customer service and supporting diverse communities

You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.

Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:

Work Together as one team - work collaboratively, with each other and with our partners, and demonstrate the Team Reading values in everything we do

Drive Efficiency - show initiative, be adaptable to change and put forward ideas to help improve delivery and efficiency. Take responsibility for our own learning and development and for reaching our potential

Be Ambitious - be demanding of our own performance – striving to be even better – and be prepared to engage with and challenge leaders in a constructive and positive way

Make a Difference to Reading - maintain the highest levels of customer service and be flexible and willing to provide the services needed at the time they are needed

Our offer

We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition are strongly encouraged, and you’ll get a great feel for that working in our friendly and collaborative environment.

A competitive salary alongside a range of benefits including

Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 30 days after 5 years’ service and 33 days after 10 years' service, with the option to buy additional leave

Hybrid working is available after the probationary period has been completed, depending on the needs of the service.

Modern working environment at the Civic Offices in the heart of Reading

Local Government Pension Scheme (LGPS)

Life Assurance - three times your annual salary (for members of the LGPS)

On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted

Season Ticket Loan - a loan to help with the cost of your rail or bus journey, to and from work

Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax

A Valid Full British Driving License is required for this role.

Closing Date

Sunday 14th June 2026

Interview Date

To be confirmed

Interview Process

In person interview questions

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.