Are you a resilient problem solver who thrives on helping others and making a real impact? At LiveWest, we are looking for someone who can bring energy, empathy, and a customer-first mindset to our Income team. 

As an Income Officer you will take ownership of a portfolio of properties with an annual rent debit of around £7 million. Your mission? To help customers maintain sustainable tenancies by ensuring regular rent payments and offering support when financial challenges arise. You will be the go-to person for income-related matters, working closely with customers, colleagues, and external partners to find solutions that work for everyone. 

This role is about more than just numbers — it’s about people. You will be visiting customers, negotiating payment plans, and sometimes representing LiveWest in court proceedings. While knowledge of social housing or debt recovery is helpful, it’s not essential. What we are really looking for is someone who’s driven, empathetic, and ready to learn. If you bring the right attitude, we’ll provide the training and support to help you succeed. 

Key Responsibilities:

•  Maximise income from rents, service charges, and sundry debts.
•  Provide budgeting advice and assess customers’ financial circumstances.
•  Refer customers to internal or external financial support where needed.
•  Visit customers in their homes and respond to calls professionally.
•  Monitor accounts to prevent arrears across a mixed tenure portfolio.
•  Stay up to date with benefit legislation and debt recovery methods.
•  Negotiate payment plans and take recovery actions when necessary.
•  Prepare court paperwork and represent LiveWest in possession proceedings.
•  Attend evictions and manage property possession processes.
•  Maintain accurate records across internal and external systems.
•  Advise on payment methods and support sustainable tenancies.
•  Collaborate with colleagues to ensure smooth account setups and affordability checks.
•  Resolve customer complaints promptly and professionally. 

Why Join LiveWest:

This role is being offered on a full time, permanent basis working 37 hours per week. Hybrid working is available for this role working 2 - 3 days per week in the office, dependent on business need. This can be based in our Exeter, Tolvaddon or Weston-Super-Mare office. 

For further information about this role, and LiveWest, please view our candidate information pack.

To be successful in your application for the role of Income Officer, you will have the essential skills and experience for a level 1 role (please see candidate information pack) and the following role specific skills and experience:

•  Understanding and commitment to delivery of excellent customer service.
•  Excellent interpersonal skills.
• Able to negotiate and liaise with customers and a wide range of internal teams and external agencies.
• Valid UK driving licence.
• Desirable: Experience of being part of a team in a performance monitored environment.
•  Desirable: Knowledge of current social housing issues and relevant legislation.
•  Desirable: Knowledge of debt recovery procedures for housing related debt, including court case preparation and presentation. 
•  Desirable: Previous experience in a housing related role. 
•  Desirable: Knowledge of MS Office Suite and Income Management System. 
•  Desirable: CIH relevant qualification, or equivalent expertise through study and experience. 

Please note: This role is not eligible for visa sponsorship. Applicants must have the right to work in the UK for the full duration of the role without requiring sponsorship.

• Working Style: Hybrid working with 2 - 3 days in the office to support your work/life balance.
• Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service - and the option to purchase up to 5 extra days (pro rated for part time roles).
• Pension Contributions: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
• Health Benefits and Perks: Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
• Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
• Family Support: Policies designed to help you balance work and family life, including a new child payment.
• Wellbeing Matters: Prioritise your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
• Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
• Giving Back: Up to four paid volunteering days a year to support our communities.