Digital Income Officer

At Vico Homes, we don’t just provide housing, we help people build sustainable lives. Our Income Management Team plays a crucial role in supporting customers to manage their finances, sustain their tenancies, and get access to the help they need.

We’re looking for a Digital Income Officer who’s ready to help our tenants overcome financial challenges and sustain their tenancies through compassionate, customer-focused support.

What You’ll Be Doing

You’ll be at the forefront of our digital service delivery using a range of communication tools to contact, support, and guide tenants through financial difficulties. You will:

• Use digital channels (phone, email, SMS, portals) to deliver an on-demand, customer-focused income recovery service

• Work directly with customers to create realistic repayment plans based on their financial situation

• Support tenants to apply for grants and manage claims for Universal Credit and Housing Benefit

• Give advice on benefit entitlement, debt prioritisation, and refer to services like the Citizens Advice Bureau

• Ensure compliance with Vico Homes’ financial standing orders, debt collection policies, and Customer Service Standards

• Maintain strong working relationships with colleagues and external partners to ensure joined-up support for tenants

• Provide support and direction to other housing employees across the district as needed

• Process payments via telephone using secure methods 

What We’re Looking For

We want to hear from people who are:

• Confident and bring a “can do” approach to their work
• United in our shared vision of building better communities
• Ambitious, with the drive to contribute to our goal of delivering 1,500+ homes in 3 years
• Caring, and work collaboratively with others—both inside and outside the organisation

Your skills and experience:

• Excellent communication and digital literacy skills

• Strong understanding of income recovery, welfare benefits, or housing services

• Experience working in a customer service or advisory role

• Ability to manage sensitive conversations with empathy and professionalism

• Familiarity with digital tools used in customer service and case management

• Comfortable working in a fast-paced, evolving service environment

For more information or an informal chat about the role or working for Vico Homes, please contact Abi Fleming, Income Team Leader on 01977724464.

🎥 Want to know more? Check out our video below to hear from the team and see what life is like at Vico Homes:

Working for Vico Homes

Want to work in a place that values you? Where you’re offered a competitive salary and a great pension? And where you can make a real difference? You’re in the right place!

We have a strong and inclusive culture and we’re always on the lookout for talented and dedicated people to be part of our teams. You spend a lot of your waking hours at work, so we offer a workplace where you can really be yourself, feel valued and access opportunities to progress and develop. We are recognised as a disability confident employer and have the Investors in People accreditation.

Working at Vico Homes brings lots of great benefits, including:

• Holidays - 26 days holiday (rising to 31 after five years' service) and an extra day off on your birthday, plus bank holidays and an Annual Leave Purchase Scheme
• Pension - generous employer pension contribution
• Flexible working - we’re happy to talk flexible working, including our WorkSmart approach to hybrid working, reduced hours, compressed hours or other flexible working patterns
• Vico Homes Rewards - a fantastic range of lifestyle savings and salary sacrifice schemes including cycle to work, home electronics and our car benefit scheme
• Colleague wellbeing - a range of initiatives to support our people including an Employee Assistance Programme, Volunteering Scheme and dedicated Wellbeing Champions
• Colleague development – a range of initiatives to support personal development including training, support with professional membership fees, internal and external qualifications, mentoring and personal coaching

We are an equal opportunities employer and welcome applications from all.

How to apply and what happens next

• Read the job description, person specification and guidance notes below
• Complete the supporting information form below with details of how you meet the person specification
• We also encourage you to provide your CV if you have one
• Email your supporting information form, and CV if you have one, to [email protected] before the closing date. Applications close at midnight on the closing date specified
• You'll receive an automatic reply to let you know we've received your application
• We'll then score all the applications against the person specification and contact you to let you know if we're inviting you to interview

If you have any questions about a career at Vico Homes, you can contact us by email on [email protected]