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Key Responsibilities and Required Skills for an Income Coordinator

💰 $45,000 - $65,000

FinanceHousingSocial ServicesAdministrationProperty Management

🎯 Role Definition

An Income Coordinator is a vital specialist role, typically within the housing, property management, or non-profit sectors, dedicated to maximizing an organization's rental and service charge income stream. The position's core purpose is to implement effective and empathetic income recovery procedures while supporting residents to manage their finances and sustain their tenancies. This is achieved through the proactive management of rent and service charge accounts, early intervention with arrears cases, providing welfare and benefits advice, and, when necessary, initiating legal proceedings. The role requires a unique blend of financial acumen, strong negotiation skills, and a genuine commitment to customer welfare and financial inclusion.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Housing Assistant / Administrator
  • Customer Service Advisor (within a housing or financial context)
  • Finance or Credit Control Assistant

Advancement To:

  • Senior Income Coordinator / Income Team Leader
  • Financial Inclusion Manager / Specialist
  • Housing Manager or Neighbourhood Manager

Lateral Moves:

  • Housing Officer / Tenancy Support Officer
  • Welfare Benefits Advisor
  • Community Investment Coordinator

Core Responsibilities

Primary Functions

  • Proactively manage a designated portfolio of resident accounts to prevent the accrual of arrears and maximize income collection.
  • Initiate early and regular contact with residents in arrears through a variety of channels, including phone calls, letters, emails, and home visits, to discuss their circumstances.
  • Negotiate realistic and sustainable repayment agreements with residents, regularly monitoring adherence and taking appropriate follow-up action.
  • Provide comprehensive advice and assistance to residents on welfare benefit entitlements, including Universal Credit, Housing Benefit, and Discretionary Housing Payments.
  • Actively support residents in making benefit claims and appealing negative decisions, liaising directly with the Department for Work and Pensions (DWP) and local authority benefits teams.
  • Identify vulnerable residents and make appropriate referrals to internal support teams or external specialist agencies for debt advice, financial literacy, and tenancy support.
  • Prepare and serve all relevant legal notices in accordance with pre-action protocols and current legislation, such as Notices of Seeking Possession (NOSPs).
  • Meticulously prepare court paperwork for possession hearings, including witness statements and case summaries, ensuring all information is accurate and compliant.
  • Represent the organization in County Court for possession hearings and applications for Warrants of Eviction, presenting cases clearly and professionally.
  • Work towards and achieve challenging performance targets related to arrears reduction, income collection, and tenancy sustainment.
  • Manage the recovery of former tenant arrears and other sundry debts, utilizing tracing agents and small claims court procedures where appropriate.
  • Maintain precise, detailed, and contemporaneous records of all resident interactions and actions taken on the organization's housing management system.
  • Conduct thorough affordability and financial assessments for new applicants to ensure they can sustain a tenancy from the outset.

Secondary Functions

  • Support the wider housing and finance teams by providing expert guidance on complex arrears cases and welfare reform changes.
  • Contribute to the regular review and development of the organization's income management policies and procedures to reflect best practices and legislative changes.
  • Assist in the preparation and analysis of performance reports and statistical data on arrears, court action, and collection rates for management review.
  • Promote the uptake of cost-effective and reliable payment methods, such as Direct Debit, to residents.
  • Handle resident inquiries concerning rent statements, service charges, and payment options with a high level of customer service.
  • Collaborate with community partners and support agencies to develop and deliver financial inclusion initiatives for residents.
  • Participate in resident engagement forums and meetings to communicate information about rent, service charges, and available financial support.
  • Process rent account adjustments, write-offs, and refunds in line with financial regulations and internal policies.

Required Skills & Competencies

Hard Skills (Technical)

  • Knowledge of Welfare Benefits: A thorough and up-to-date understanding of the UK welfare benefits system, particularly Universal Credit and Housing Benefit.
  • Legal Acumen: Strong working knowledge of landlord and tenant law, the rent arrears pre-action protocol, and civil court procedures for debt recovery.
  • Housing Management Systems: Proficiency in using specialized housing management software (e.g., Civica, Northgate, Orchard, MRI) for case management and record keeping.
  • Numeracy and Financial Analysis: Excellent numerical skills with the ability to accurately calculate rent arrears, analyze payment patterns, and create financial statements.
  • MS Office Proficiency: Advanced skills in Microsoft Office Suite, especially Excel for creating reports and analyzing data, and Word for drafting legal documents and correspondence.

Soft Skills

  • Negotiation and Influencing: The ability to persuade and negotiate effectively with residents to agree on and maintain payment plans, often in challenging situations.
  • Empathy and Resilience: The capacity to handle sensitive conversations with empathy and professionalism while remaining resilient and objective when faced with difficult circumstances.
  • Communication: Exceptional verbal and written communication skills, with the ability to explain complex financial and legal information clearly and concisely to a diverse audience.
  • Problem-Solving: A proactive and analytical approach to identifying the root cause of debt and finding creative, sustainable solutions for both the resident and the organization.
  • Organizational Skills: Superior time management and organizational abilities to effectively manage a high-volume caseload, prioritize tasks, and meet strict deadlines.
  • Attention to Detail: Meticulous attention to detail to ensure accuracy in legal paperwork, financial calculations, and case recording.
  • Assertiveness: The confidence to take decisive action, enforce tenancy conditions, and represent the organization's interests in formal settings like court.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent, often supplemented by vocational qualifications in housing, finance, or credit management (e.g., Chartered Institute of Housing Level 3).

Preferred Education:

  • Associate's or Bachelor's degree.

Relevant Fields of Study:

  • Social Policy or Social Work
  • Business Administration
  • Public Administration
  • Law or Paralegal Studies
  • Finance

Experience Requirements

Typical Experience Range:

  • 2-5 years of experience in a role focused on debt recovery, credit control, or income collection.

Preferred:

  • Direct experience as an Income Officer, Rent Arrears Officer, or a similar role within a social housing association, local authority, or Arm's Length Management Organisation (ALMO). Demonstrable success in managing arrears cases from initial contact through to legal action is highly desirable.
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