Income Officer
Stonewater
account review
customer contact
debt support
benefit advice
case management
repayment planning
You’ll review both rent and service charge accounts contacting customers either by telephone or digital platforms to identify why they have not paid their charges and offer them appropriate support and advice to enable them to do so. You’ll ask questions to -find underlying issues and make our customers feel supported, all whilst ensuring they are clear on what action they need to take to find solutions to their debt issues. You’ll need to be highly resilient and able to handle challenging and sensitive conversations. You’ll manage a caseload and offer basic benefit advice, discuss repayment options and make affordable, sustainable arrangements.
This is a home-based role and you won’t be required to visit our customers in their homes. You’ll be required to travel to a central location a few times a year to attend meetings.
collections
social housing
housing benefit
universal credit
self‑motivated
We’d ideally like someone who has experience of collections in a social housing environment, which would mean you’d have a good understanding of the benefits system including Housing Benefit and Universal Credit.
We’re still keen to hear from you if you are self-motivated with a desire to perform to the best you can be, have a customer experience mindset and thrive on providing an exceptional service to customers. You’ll be well organised bring good communication and numerical skills.
BenefitsWe’ll provide you will full training and support when you join us.
1st stage: a role play exercise with an Income Team Leader
Here at Stonewater, an exciting opportunity has arisen for an Income Officer to join us and provide our customers, across all tenures to include social rented and homeowners, with the right support to manage their rent and service charge payments.
We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.
Training + Development- 1st stage: role play exercise with an income team leader
- 2nd stage: values & competency-based interview via ms teams
- Committed to providing affordable and high-quality homes nationwide.
- Supports communities through essential housing solutions with a large portfolio of homes.
- Operates across diverse regions, offering both new-build homes and property refurbishments.
- Focuses on creating sustainable and vibrant communities, prioritizing resident well-being and long-term development.
- Known for adopting an innovative approach to address housing shortages.
- Manages projects ranging from small-scale residential developments to large-scale urban regeneration efforts.
- Aims to make a lasting impact on communities beyond just providing housing.
- Collaborates with local authorities, private organizations, and charities for a comprehensive housing approach.
- Vision: everyone to have the opportunity to have a place that they can call home.
- Mission: offer good quality homes and services for people whose needs are not met by the open market.
- Everything we do is driven by our Vision ... and underpinned by our Mission and Strategic Plan.
65.3% SHIFT Score
Environmental Performance Rating
Achieved a 65.3% score in the Financial Year 2023–24, reflecting strong environmental performance metrics.
77% EPC Homes
Energy Efficiency Standard
More than 77% of homes meet the EPC C or higher rating, ensuring energy efficiency and reduced carbon emissions.
209 Retrofit Upgrades
Energy Efficiency Program
Completed energy-efficiency upgrades on 209 homes in FY 2023–24, contributing to overall sustainability goals.
6 Trees per Home
Sustainability Initiative
Plants six trees for every new home built, enhancing biodiversity and carbon sequestration efforts.
- Net zero target by 2050 as per 2021–25 Environmental Strategy.
- SHIFT Gold accreditation achieved three years in a row (2021–22, 2022–23, 2023–24).
- Over 96% of waste is recycled; 80% of materials responsibly sourced; 100% resident access to energy‑efficiency advice; 90%+ homes at low risk of overheating; 95%+ homes at low risk of flooding.
- Retrofit programme completed energy-efficiency upgrades on 209 homes in 2023–24.
- Developed net-zero carbon new‑build homes (54 homes at Ringmer Bishops Lane) featuring PV, heat pumps, EV charge‑points, thermally efficient windows, biodiversity measures.
- Launched Greenoak Centre of Excellence Nov 2023 to pioneer sector-wide decarbonisation and zero-carbon solutions.
Top-10 ranking
Ethnicity Awards
Achieved Top-10 ranking for both Outstanding Employer and Employee Networking Group in the Ethnicity Awards.
Four-time winner
Ethnicity Award
Recognized as a four-time winner of the Ethnicity Award for race inclusion.
- Alliance gender network supports menopause: monthly listening groups, two Menopause Champions, Menopause Policy & Guidance; paid HRT pre-payment certificates; working towards Menopause Friendly accreditation.
- Inspire disability network: Disability Confident Employer progressing to Leader; carers and neurodiversity listening groups; assessment fund for neurodiversity assessments; provided Microsoft Read & Write tool.
- Spectrum LGBTQ+ network visible in community via Pride event attendance and internal LGBTQ+ History Month events.
