Income Officer

12 Months Fixed Term /Secondment Opportunity

Hackney is one of the most dynamic and progressive local authorities in the UK. We are a resilient, vibrant, and creative borough in the heart of London, with strong, diverse communities and a powerful set of shared values.

Over the past twenty years, the Council has built up first-class services, outstanding public infrastructure, and a reputation for excellence, innovation, and ambition. We are leading the way on essential work such as our fight for equity in Hackney with a particular focus on becoming an actively anti-racist borough. But the work doesn’t stop there, we are proactive in our approach to bringing fairness to all aspects of life including gender, neurodiversity and across the poverty divide.

The role of Income Officer is an exciting opportunity for highly motivated and creative individuals to join our Housing Services team to provide exceptional customer service for our residents and build on this service.

In this challenging and rewarding role, you will have the necessary communication and networking skills to work directly with residents and key partnering services. Your “can do” ethos, unparalleled organisational skills and problem solving abilities will empower you to manage a varied caseload, and collaborate with others to address support needs and achieve positive outcomes. You will have demonstrable experience of working in an agile context and the ability to work routinely from different locations across Hackney to best meet the needs of the communities that we serve.

As Income Officer, you will have fantastic relationship skills which enables you to build rapport with customers and all other stakeholders.

We want our people and our customers to be proud of the homes we provide and you will have a key part to play in this.

You will be driven to succeed in all performance indicators that you are responsible for.

As an Income Officer, a typical day might include:

– Owning the customer experience across your patch, you will be the focal point in the delivery of our service offer around income, debt, sundry debts, court costs and performance excellence

– Meaningfully engaging customers in order to understand their circumstances, build trust and create opportunities for payment, surpassing their expectations and achieving reductions in income and debt whilst sustaining tenancies

– Owning and delivering on performance on your patch, ensuring all targets are surpassed, or putting collaborative plans in place to recover any performance failings

– Establishing and maintaining exceptional working relationships, at an operational level, with Housing Benefit departments, DWP, debt charities and other related agencies

– Being highly visible to customers, providing in depth knowledge in all things income and debt, account management and welfare benefits for your customers

– Taking responsibility for your own health & safety and making sure that our customers are safe in their home and communal areas

– Dealing with a range of tenancies- Secure, Non- Secure and Introductory, in addition to managing both Garage Accounts and Mesnes Profit Accounts.

What you’ll bring:

– Relevant professional qualifications and/or experience

– A supportive and engaged team player, with the customer and the community at the heart of all you do

– Someone who develops and shares skills, experience and knowledge

– A consistently high performer who thrives on challenges, leads and inspires

– Ability to adapt your communication style to suit the situation

– Someone who recognises problems as an invigorating challenge and works diligently to achieve a positive outcome

– Fantastic relationship skills which enables you to build rapport with customers and all other stakeholders

– Open, honest and take ownership of situations

– A keen eye to value for money and able to deliver

– Full UK driving licence and access to a vehicle for business

What we are looking for

The successful candidate will have excellent communication and interpersonal skills, they will be resident focused with a drive to deliver an excellent service to them.

Experience managing a complex caseload will be critical, you will be required to deliver our service via visits, face to face and over the phone.

You will need to have a clear understanding of the welfare benefits system and experience working with residents who have complex and additional needs.

A Standard DBS check is required for this role.

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.

If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.

We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CV’s.

To proceed with your application, you will need to create an account and submit your application.

As part of the application process, you will need to complete a number of competency based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge and experience outlined in the job description.

We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

This application process replaces a supporting statement.

Prior to applying for a vacancy for a secondment opportunity, please liaise with your line manager and inform them of your interest in applying for the role.

Closing date for applications: 27 April 2026 (22:59)

Interview and assessment date: W/C 18 May 2026

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: hackneyworks@hackney.gov.uk

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