Job Description

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people's lives.

Income Officer - Local Operations

Welwyn Garden City covering Hertfordshire and the surrounding areas

34,531 - 36,348

per year

37.5 hours per week

We have an opportunity for an Income Officer - Local Operations to join our East Income team, based in Welwyn Garden City. The main purpose of this role is to deliver 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 East Income team consists of 10 Income Officers in total however the role is more a lone working structure with occasional meetings with the rest of the team.

The role of

Income Officer - Local Operations

will include:

Support the day to day delivery of excellent customer service functions within income services by engaging with customers in the local community Ensure that all revenue accounts are effectively managed ensuring that complex cases are resolved and supported Ensure the provision of an effective income advisory service in line with the prescribed policies and practices focusing on income maximisation, welfare advice and effective support to residents Meet all legislative and regulatory requirements for income management activities Develop, build and maintain relationships with key stakeholders, residents, staff and external agencies including income and letting teams

Skills and experiences:

NVQ3 in relevant area (e.g. business administration, customer service) Proven experience of administration relating to customer service and complaints Previous experience analysing and diagnosing problems and implementing effective solutions Proven knowledge of relevant regulations, legislation and good practice 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?

Sanctuary Housing is one of the UK's leading social landlords, providing around 70,000 homes across England. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organisation, we reinvest any surplus we make back into the local communities we serve.

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 Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues 34,531 per annum (rising to 36,348 per annum after 12 months, subject to satisfactory performance)
(if the link is unavailable please visit the Sanctuary careers website)


Closing Date: 25 June 2025

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 -

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.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.


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 Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.