About this role
Working hours: Full time - 36 hours per week
Schedule type: Hybrid working - expected to attend the office 3 days per week during the initial three-month training period. Following this, office attendance becomes more flexible.
The Role
Are you ready to make a real difference in people’s lives while building a rewarding career? At Raven Housing Trust, we’re passionate about creating safe, healthy homes for our residents—and we’re looking for someone who shares that commitment.
As an Income Officer, you’ll join a forward-thinking income team tackling some of the most important challenges in housing today. This is your chance to play a key role in improving living conditions and shaping services that truly matter.
This is more than a job—it’s an opportunity to be part of a team that values innovation, collaboration, and customer focus. At Raven, we empower our people to lead with purpose. You’ll join an organisation that values belonging, ownership, and collaboration—where your voice matters and your impact is felt across our communities. We’re proud of our inclusive, supportive culture and our commitment to professional development.
What you’ll be doing
In this role, you’ll play a crucial part in ensuring our teams have the tools, knowledge, and processes they need to deliver a high-quality service. You will:
Proactively manage a caseload of current and occasionally former tenant arrears to reduce debt across all tenure types.Identify and respond to customer vulnerabilities, offering tailored solutions to prevent arrears escalation and eviction. Build positive relationships with customers through empathetic communication and personalised support. Work closely with internal teams and external partners (e.g. DWP, local authorities) to resolve complex arrears cases and access financial support. Maintain accurate case records, update systems promptly, and ensure all actions align with Raven policies and legal frameworks.
What you’ll bring
This is a highly customer-focused role. Successful candidates will have experience working directly with residents, managing challenging conversations around rent arrears, supporting vulnerable customers, and building positive relationships through both telephone and face-to-face interactions.
We’re looking for someone who:
Has experience supporting customers with rent, housing, income, debt, or account management matters.Takes a customer-focused approach, building positive relationships and conducting empathetic yet effective conversations.Is confident managing complex cases and identifying practical solutions that help customers sustain their tenancy.Has knowledge of housing, welfare benefits, debt recovery, or related legislation and processes.Has experience supporting vulnerable customers and signposting them to appropriate support services.Demonstrates strong communication, negotiation, and problem-solving skills.Can work independently, manage competing priorities, and maintain accurate records.Is able to understand and interpret financial information.Holds a full UK driving licence and is willing to travel across our communities.
Why join Raven?
At Raven, we’re more than just a housing association — we’re a community focused organisation committed to creating positive change. You’ll be joining a supportive, forward-thinking team where your ideas and expertise will genuinely make a difference.
You will also share our values: earning trust by being open and accountable, listening with an open mind, working collaboratively, and caring about making things better.
What Raven will offer in return
To create a great experience for our customers, we need to create a great experience for one another. What Raven offers goes beyond the ordinary, giving you the opportunity to join a community of people who share the same values and are passionate about making a difference.
Our reward package includes:
Competitive salariesFantastic work/life balance with flexible working and generous leave entitlementStrong focus on learning and development, with opportunities to grow your skills and careerEnhanced maternity, paternity, and adoption payFunded health cash planExtensive wellbeing supportVoucher-based recognition schemeRetail discounts Raven are focused on creating a diverse and inclusive workplace. We encourage applications form all candidates, including minority ethnics, the LBGTQ+ community, people with disabilities and long-term health conditions, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.
Additional Information
As a Disability Confident Committed employer, we run a guaranteed interview scheme for disabled applicants. If you meet the essential criteria listed in the job description for this position and would like to be considered under this scheme, please state this in your application.
All data collected is anonymous and has zero bearing on your application. If there is anything we can do to accommodate your specific situation, please let the recruitment team know.