Job Description

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Income Officer – Local Operations

Kingsmead Office, London

£39,507 - £41,586 per year

37.5 hours per week

We have an opportunity for an Income Officer to join our London Income Team, consisting of 8 colleagues. This role will support the delivery of a high-quality income service that meets the identified needs of our customers and ensures the effective collection of revenues, in accordance with the Income Services Operational Plan and the wider aims of the Group.

The role of Income Officer – Local Operations will include:

• Ensuring that all revenue accounts are effectively managed ensuring that complex cases are resolved and supported, particularly where this is required locally either at court or in the local community
• Supporting the day to day delivery of excellent customer service functions within income services by engaging with customers in the local community, ensuring barriers to rent payment are addressed and revenue streams are maximised
• Ensuring the provision of an effective income advisory service in line with the prescribed policies and practices focussing on income maximisation, welfare advice and effective support to residents such as signposting residents to other support where appropriate
• Meeting all legislative and regulatory requirements for income management activities through the provision of robust escalation
• Developing, building and maintaining relationships with key stakeholders, residents, staff and external agencies including income and letting teams, identifying any shortfalls in service delivery and ensuring these are acted upon
• Proactively managing all complaints for service area in line with policy, focussing on first contact resolution and the identification of future learning opportunities
• Updating and maintaining all manual and computerised records, and producing quality statistical information on key indicators (such as satisfaction levels, accuracy and response times)

Skills and experiences:

• Literacy and numeracy equivalent to passes in GCSE English and Maths
• NVQ3 in relevant area (e.g. business administration, customer service)
• Proven experience of administration relating to customer service and complaints
• Proven experience analysing and diagnosing problems and implementing effective solutions
• Proven knowledge of housing management/debt collection and related issues
• Ability to work independently in community
• Travel is a requirement of the role, therefore a full valid driving licence is essential

Why work for us?

We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

Our Benefits

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays

• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues

• Role salary is £39,507 (rising to £41,586 after 12 months, subject to satisfactory performance)

View the job profile (if the link is unavailable please visit the Sanctuary careers website)

Closing Date:2 July 2026

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you – housing.recruitment@sanctuary.co.uk

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

View more detail about what it’s like to work for our organisation, and what we offer on our Sanctuary careers pages at - www.sanctuary.co.uk/join-our-team

We work closely with the Home Office in order to prevent illegal working.
A basic Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.
Sanctuary Housing Association, an exempt charity.