Early Intervention Officer

2 weeks ago

London, Greater London, United Kingdom L&Q Full time

Contract Type:
Fixed term contract / secondment till March 2024

Location:
Homeworking

Hours:
Full Time, 35 hours per week

Salary starting from:

Inside London - £24,212 per annum

Outside London - £22,000 per annum

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February 2023
Role Profile - Early Intervention Officer

Are you passionate about helping people?

Do you enjoy being part of a large team?

Do you thrive when working to achieve targets?

Then we could have the perfect role for you


Our busy and vibrant Early Arrears Intervention Team are responsible for the recovery of early arrears whilst providing excellent customer service.


As an Early Intervention Officer you will work closely with L&Q residents who are within early arrears (2-7 weeks), you will give guidance and support such as; setting up payment plans, setting up direct debits and offering support services.

You'll also contact new residents and explain L&Q payment process's, ensuring they have all the information and guidance necessary to make payments.

This is a challenging yet rewarding role, you will be responsible for and have autonomy of your own patch, you'll have to navigate challenging conversations and issuing legal notices, whilst providing excellent customer service and with the aim of reducing the arrears of our residents.

We're looking for people who are highly motivated and target driven, who strive to meet and exceed KPIs. You will be part of a large passionate and customer-focused team. Excellent communication skills are essential, as well as being able to navigate challenging conversations. To be successful in this role, you will need to have strong prioritising and time management skills.

We are looking for individuals who are able to work effectively both as part of a team and independently, but most of all, have a real passion to make a difference and help our Customers.

If this sounds like you then don't delay, we would love to hear from you.

Working & Operational Hours
35 Hours per week, current shifts are 9-5 or 10-6 but the department are contract to 8am - 8pm

Mandatory Training:


This is a homeworking role but there will be up to 4 weeks of office based training, this will require you to work from our Sidcup office during this time.


You will also be required to attend the Sidcup office approximately every 6 weeks for additional training, coaching and team meetings.

At the foundation of everything that we do are our corporate values and associated behaviours.

Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q.

More information about L&Q's values can be found on our website and a copy of our behavioural framework can be provided on request.


Our commitments:


At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them.

This is why we are committed to developing our people.

It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you're interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it's feasible then we'll make it happen.

We are recognised externally for our commitment to inclusion.

We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L&Q is a regulated charitable housing association and one of the UK's most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 97,000 homes, primarily across London and the South East.

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work.

We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy.

In response to the housing and affordability crisis, we will build 100,000 new homes over ten years. Of these, 60,000 homes will be built or funded by L&Q, whilst a further 40,000 will come through partnerships. Crucially, at least 50% of these new homes will be genuinely affordable, with a target of 60% in London.

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create

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