Income Officer - Temporary Accommodation
Permanent
Grade B - £29,542 - £35,570
Consultation grade - subject to formal evaluation under the Equal Pay Programme
Working 36.5 hours per week
Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.
About the role
We’re looking for a customer-focused and organised Income Officer – Temporary Accommodation to join Birmingham City Council’s Housing Solutions and Support Service, helping to maximise income collection and support residents living in temporary accommodation.
You’ll manage income-related enquiries, carry out financial assessments, process rent payments and work directly with residents to address arrears and agree suitable payment arrangements. Through a proactive and supportive approach, you’ll help customers understand their financial responsibilities, access relevant benefits and improve their financial stability.
Working collaboratively with colleagues and partner agencies, you’ll contribute to effective income management, accurate financial administration and continuous service improvement. You’ll also help ensure all work is completed in line with relevant housing legislation, welfare reform, Council policies and procedures, delivering a fair, efficient and responsive service.
What you’ll be doing
Respond to customer enquiries across telephone, face-to-face, home visit and digital channels, providing timely advice and support on income-related matters.Complete financial assessments and income calculations for residents in temporary accommodation, identifying payment issues and taking appropriate action to maximise income collection.Manage and process temporary accommodation rent payments, monitor accounts and arrears, and liaise with residents to agree appropriate payment plans and resolve outstanding balances.Provide advice and guidance on housing-related financial matters, welfare benefits and benefit entitlement, supporting financial and digital inclusion and helping residents access the assistance available to them.Use relevant IT systems and databases to process requests, update records, maintain accurate account information and retrieve data for income management, audits and reporting.Assist with the preparation of statistical information, written reports and performance updates, support audit activity and implement recommendations within agreed timescales.Work collaboratively with colleagues, benefits teams and external stakeholders to resolve income-related issues, contribute to service and policy development, and promote equality, sustainability and continuous improvement.What we’re looking for
Experience in income management or financial administration, ideally within a housing, temporary accommodation or local authority environment.Knowledge of housing legislation, homelessness, welfare reform and housing support regulations, with the ability to apply this knowledge to income recovery and customer support.Strong numerical and analytical skills, with the ability to complete financial assessments, interpret account information and identify discrepancies or potential issues with rent payments.Excellent communication and negotiation skills, with the ability to engage professionally with residents, landlords, benefits teams, colleagues and external agencies, including when dealing with upset or challenging customers.Good IT and administrative skills, including experience using databases and computer systems to manage accounts, process information and produce accurate records and reports.Strong organisational skills, with the ability to work independently, prioritise competing demands, meet deadlines and maintain accuracy in a busy, customer-focused environment.A commitment to delivering excellent customer service, supporting residents experiencing financial difficulties and working fairly and inclusively, with an understanding of safeguarding responsibilities and the importance of ongoing training and development.Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached
Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.
We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.
For any informal enquires please contact: Resourcing@birmingham.gov.uk
A Disclosure and Barring Service (DBS) check will be undertaken.
Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.
Job Description and Person Specification
