Income Collection Officer

Role overview

Tuath Housing is hiring a full-time permanent Income Collection Officer based in Dublin, County Dublin, Ireland. The role reports to the Income Collection Team Leader and is focused on reducing rent arrears, preventing debt escalation, and helping residents sustain their tenancies.

About the organisation

Tuath Housing has been delivering safe, secure, affordable homes since 2006. Its work centres on creating more quality housing, delivering strong customer service to residents, and supporting employees through training and career progression. The organisation serves 27,000 residents and places strong emphasis on diversity, inclusion, wellbeing, and environmental, social and governance (ESG) responsibility.

The company promotes a respectful workplace that welcomes people from all cultures, nationalities, backgrounds, genders, LGBTQ+ communities, and underrepresented groups. It also supports flexible working, learning opportunities, and a broad employee benefits package.

Main purpose of the role

The post holder will work to minimise arrears through prevention, collection, and recovery activity, while supporting customers with financial difficulty and meeting agreed performance targets. The role also involves shaping income-related policy, working across teams, and building productive relationships with external agencies and stakeholders.

Key responsibilities

• Deliver a customer-focused and efficient income collection service that supports tenancy sustainment.
• Manage all aspects of income recovery, including current arrears, former customer arrears, recharges, debt recovery, team performance, and income targets.
• Handle assigned weekly caseloads and take timely action on rent arrears, service charges, and sundry debts.
• Support enforcement work with the RTB team where rent arrears or other debts need to be recovered.
• Act as a link between the organisation and outside agencies that assist with rent collection.
• Provide guidance on financial inclusion, debt awareness, and related support options for customers.
• Work in partnership with Housing Officers on rent collection and arrears recovery.
• Coordinate with relevant teams during evictions to reduce rent loss linked to empty properties.
• Ensure all work follows internal policy, procedures, and applicable legislation.
• Handle complaints quickly and empathetically, aiming for prompt resolution and positive customer relationships.
• Work with teams and agencies to offer joined-up support to customers experiencing financial hardship.
• Build links with local agencies, social services, and charities to expand support options for customers in difficulty.
• Apply and approve the Hardship Policy in line with tenancy sustainment needs.
• Manage escalated RTB matters, ensuring required documents and information are submitted accurately and on time.
• Serve as a contact for RTB-related issues and represent Tuath Housing in hearings or disputes when needed.
• Develop strong relationships with community agencies, internal teams, and external partners to support service delivery goals.
• Help customers sustain tenancies through early intervention, prevention work, and income maximisation.
• Maintain a high standard of service for both internal colleagues and external customers.
• Contribute to operational planning and wider organisational objectives.
• Share professional knowledge, support colleagues, and provide guidance where needed.
• Supply statistics, information, and testimonials for the annual report.
• Promote clear communication, service excellence, and continuous improvement across all work areas.
• Proactively build networks and working relationships that strengthen service delivery.
• Work safely and follow the organisation’s health and safety policy at all times.
• Ensure risk assessments are in place, colleagues understand relevant risks and instructions, and personal protective equipment is used where required.

Additional information

The duties listed are representative rather than exhaustive. The role may include other similar tasks as required. Responsibilities and annual KPIs may vary depending on organisational needs.

Working requirements

This role requires a full, clean driving licence and daily access to a car. If a disability prevents this, the candidate must be able to explain how they would still meet the mobility demands of the position.

Benefits and culture

• 24 days of annual leave
• Competitive pay based on experience
• Pension scheme
• Bike-to-work scheme
• Wellness allowance
• Career development support and study assistance
• Employee Assistance Program access
• Flexible working arrangements
• Strong focus on work-life balance

Commitments

Tuath Housing is accredited with the Silver Award from Investors for Diversity and is committed to creating an inclusive, respectful, and authentic workplace. The organisation also embeds ESG principles across its operations and aims to deliver positive social and environmental outcomes for residents, staff, and the wider community.