Income Officer

Description:

Moat Homes is seeking a skilled and motivated Income Officer to join their Income and Advice Services Team based in Dartford, Kent. This is a permanent hybrid role offering flexibility between working from the Dartford office, engaging with customers in the community, and working from home.

In this role, you will take a proactive approach to managing rent, service charge, and debt collection across a mixed tenure portfolio, which includes rented homes, homeowner accounts, and garage rentals. The key objective of this position is to empower customers to sustain their tenancies, ensure timely rent payments, and support financial stability through effective income management.

Key Responsibilities:

• Manage and monitor customer rent accounts, ensuring payments are made promptly and arrears are minimized.

• Provide advice and assistance to customers facing financial challenges, promoting sustainable solutions for rent arrears and service charge debts.

• Support customers in maintaining their tenancies and achieving financial stability by offering appropriate advice and signposting to support services.

• Promote a “rent on time” culture by ensuring all payments are received as scheduled.

• Liaise with internal teams across the organization to ensure customer needs are fully understood and addressed collaboratively.

• Conduct home visits and community meetings where necessary to discuss rent-related issues.

• Maintain detailed and accurate records of all customer interactions and actions taken.

• Use initiative to identify process improvements and contribute to the effectiveness of the income management service.

Requirements:

• Proven experience in income collection, rent management, or tenancy sustainment.

• Strong communication and customer service skills, with an empathetic and solution-focused approach.

• Ability to manage a diverse workload, balancing fieldwork, office duties, and home-based administration.

• Excellent numeracy and IT skills, with the ability to maintain accurate records.

• A full UK driving licence and access to a vehicle for work purposes (required).

Why Join Moat Homes:

• Recognized as one of The Sunday Times Best Places to Work 2024.

• A dynamic and supportive work culture focused on making a difference in communities across London, Kent, Essex, and Sussex.

• Opportunities for personal and professional development in a forward-thinking housing organization.

• Excellent employee benefits package, including flexible working, car allowance, pension scheme, and generous leave entitlement.

Additional Details:

• Contract Type: Permanent

• Application Deadline: Wednesday, 5th November 2025 (applications may close earlier if sufficient interest is received)

• Disclosure Requirement: Subject to a Disclosure and Barring Service (DBS) check due to the nature of the role.

• Note: CVs will not be accepted; all applicants must complete the official application form on Moat’s careers website.