Income Contact Officer – Leicester

Can you bring empathy and confidence to every conversation?

Are you a great communicator who knows how to navigate difficult discussions with care and clarity? At PA Housing, we’re looking for an Income Contact Officer who can help us support our residents, protect tenancies, and make a real impact on the lives of the people in our communities.

This isn’t your typical collections role it’s about balancing income recovery with compassion. You’ll work with residents to understand their circumstances, arrange realistic payment plans, and signpost to support services when needed. It’s a role that requires resilience, empathy, and a real drive to make a difference.

Please note: The interviews will take place week commencing 8^th June.

What’s in it for you.

In addition to the salary, we offer a number of benefits, including:

• High street discount schemes
• Health cash plans
• 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays take them when it suits you
• Car leasing scheme
• Hybrid working offering you the flexibility to thrive in your role. You’ll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.

What you’ll be doing

You’ll be responsible for collecting rent and service charges, helping residents manage their payments, and making a real contribution to tenancy sustainment and business income. Your key tasks will include:

• Managing income collection and arrears recovery for a patch or set of accounts
• Providing a responsive, customer-focused service around income collection
• Arranging and monitoring payment plans tailored to customer circumstances
• Advising residents on welfare benefits and available support services
• Referring customers to our internal support teams when appropriate
• Monitoring accounts through our IT systems and taking consistent action in line with policies
• Supporting the Income Team Manager with service reviews and process improvements
• Suggesting new ideas to improve efficiency and performance across the team

What we’re looking for

We don’t need you to have housing experience what matters is your ability to work with people, negotiate confidently, and handle conversations with sensitivity and professionalism. Ideally, you’ll bring:

• A background in customer service
• Confidence in managing and negotiating payment plans
• Experience handling challenging or sensitive conversations
• Strong attention to detail and the ability to work under pressure
• A proactive, self-motivated mindset
• A methodical and analytical approach to work
• Experience working in a target-driven environment

If you’ve worked in finance, utilities, credit control, or debt recovery that’s great too.

At PA Housing, we live by our values of respect, integrity, and accountability. We’re here to do more than collect rent we’re here to sustain tenancies, support communities, and do right by our residents.

AGENCIES: We know where you are if we need your support so please do not contact us.

To apply for this role please click on the apply button or for any enquiries please email recruitment@pahousing.co.uk – We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.