Income & Admin Officer

The Riverside Group; Tees Valley; Hybrid; GBP 26,000 - 28,000; Part time

Job summary

A leading housing association is seeking an Income and Administration Officer in Tees Valley. This role involves providing income management advice and support to customers, managing arrears and maximizing rental income. Ideal candidates will have experience working with diverse customer groups and excellent communication skills. The position requires a full-time commitment, offering competitive pay, generous benefits, and opportunities for personal development. This is a rewarding opportunity for a dedicated individual looking to make a real difference in the community.

Benefits

Competitive pay

Flexible working options

28 days holidays plus bank holidays

Generous pension

Qualifications

• Experience of working with vulnerable and diverse customer groups.
• Confidence and ability to make decisions in arrears management.
• Competent level of literacy and numeracy.

Responsibilities

• Manage arrears and income maximisation.
• Provide advice on payment options.
• Support tenancy sustainment approaches.

Skills

Experience with vulnerable and diverse customer groups

Excellent communication skills

Team player mindset

Ability to empathise

Tools

IT systems skills

Job description

Job Title: Income and Administration Officer

Contract Type: Fixed term contract – to end on 30/06/2026

Salary: £26,549.63 per annum (£27,722.51 after 18 months successful performance)

Working Hours: Full time – 37.5 Hours

Working Pattern: Monday to Friday between 8am and 6pm

Location: Middlesbrough – the role can be based in any Riverside Region 1 location (Cumbria, South Yorkshire, North East)

Application Instructions: Attach a current CV and covering letter. Riverside recruits on potential, so apply even if you don’t meet all essential criteria. Riverside will not sponsor; we are surrendering the Riverside Sponsorship licence.

The difference you will make as an Income and Administration Officer

You will work collaboratively as part of a committed team to provide income management advice, guidance and support to customers and colleagues. The focus of this role is to support customers to sustain their tenancies, maximise the organisation’s rental income and deliver income administration across a defined number of properties.

About you

• Experience of working with vulnerable and diverse customer groups and individuals with complex needs.
• Experience of working in a customer facing environment.
• Excellent communication skills with the ability to empathise with customers facing a range of issues.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside

We are inclusive. We value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role they will be guaranteed an interview.

Role Profile

Take responsibility for arrears management, rent collection and maximising income, working in partnership with colleagues using psychologically informed environments (PIE) and trauma informed care principles to:

• Ensure customers have a clear understanding of their responsibilities regarding the payment of rent and service charges and their impact on maintaining their tenure.
• Support colleagues by proactively engaging customers providing advice, guidance and co-produce plans as part of the responsive rent arrears management process.
• Manage the income management process, by co-producing a bespoke payment plan tailored to the individual’s circumstances.
• Provide guidance and advice to customers to ensure they are financially included, sign-posting to relevant resources relating to benefit claims, debt issues, and money management.
• Make referrals to the Riverside Income Maximisation Team when dealing with complex cases.
• Proactively provide up-to-date advice relating to effective tenancy sustainment approaches to colleagues to assist in supporting customers with income management.
• Initiate a discussion with relevant parties on complex arrears cases to present facts about how the arrears will be managed.
• Support colleagues dealing with evictions where required.
• Provide advice to customers around setting up efficient payment options.
• Administrate petty cash for the required services.
• Assist with the monitoring of income and expenditure.
• Generate and communicate rent statements to customers and colleagues as required.
• Maintain and update tenancy information, rent accounts and financial information on the appropriate digital platforms.
• Collate and submit information, including funding and performance returns.
• Produce reports and other written documentation to support income management delivery as required.
• Work normal office hours, which may include some flexibility to meet the customer and business needs.
• Travel to different properties within the defined area as and when required.
• Use the Lone Worker system as and when necessary.
• Ensure customers are safe at all times – carrying out all duties within Riverside’s policy and procedure framework (health & safety, safeguarding, dignity at work, GDPR, opportunities, cash handling, etc.).
• Deliver role in line with Riverside company values – “Our Riverside Way.”
• Participate in team meetings, attend regular supervisions and reflecting practice sessions.
• Undertake regular training and take responsibility for continuous development to enable safe delivery of role.
• From time to time undertake additional duties and responsibilities in consultation with Line Manager.

Person specification

Essential

• Experience of working with vulnerable and diverse customer groups and individuals with complex needs.
• Experience of working in a customer facing environment.
• Excellent communication skills, with the ability to provide advice and support and empathise with customers facing a range of issues.
• Be a team player, be flexible with a resilient, can‑do attitude.
• Be confident and consistent and have confidence to make decisions to deal with effective rent arrears management.
• Competent level of literacy, numeracy, administrative and IT systems skills (to produce reports and other communications).

Desirable

• Knowledge of current benefit systems.
• Experience of working in care and support services.
• Ability to plan, prioritise, organise tasks to achieve results.
• Knowledge of debt management.