Processing Officer

4 weeks ago

Leicester, United Kingdom The Riverside Group Full time

**Processing Officer**

**Fixed Term till 31/07/2023 37.5 Hours per week**

**Based in Leicester**

**Scheme Name Leicester Office**

**Salary £ 22,898**

**Working Pattern Hybrid Flexible working**

Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to people as well as care for the elderly and support for those who face homelessness.

**The difference you’ll make**
- Support and administer housing processes for appropriate properties across a national remit including allocations and lettings, complaints, and income collection.
- Working in partnership with Portfolio Officers, Processing Officers will undertake phone based transactional income collection and maximisation activities which includes supporting customers with benefit claims, signposting for advice and coordinating home visits for arrears pursuance processes.
- Provide clear, supportive, and accurate housing advice to customers and colleagues on policies and procedures, including signposting where appropriate and managing expectations when required.
- Produce accurate and professional customer correspondence including detailing outcomes of decisions, impending visits to customers by local colleagues and appropriate sign-up documentation for new lettings. Account Management Support

**So, who are you?**

**Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.**
- Ability to show initiative and propose solutions to issues identified.
- Results focused with the ability to take ownership of tasks.
- The ability to remain calm in a pressurised environment.
- Proven track record of delivering a high-quality customer care service.
- Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
- Proficient in the use of Microsoft Office

**Enjoy the rewards**

Working with us, you’ll enjoy competitive pay, 28 days holidays plus bank holidays, a wide range of benefits, flexible working, and the chance to learn valuable new skills. We empower our people to do great work by investing in learning, personal development, and technology.

If you’re the kind of person that wants to do a really great job and make a difference to our customers, we think you’ll love it here. Sound like a challenge you’d like to take on? Then get in touch and let’s talk about how you can help us transform lives and revitalise neighbourhoods.

We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work.

**Housing Service Support**

Support and administer housing processes for appropriate properties across a national remit including allocations and lettings, complaints, and income collection.
- Working in partnership with Portfolio Officers, Processing Officers will undertake phone based transactional income collection and maximisation activities which includes supporting customers with benefit claims, signposting for advice and coordinating home visits for arrears pursuance processes.
- Provide clear, supportive, and accurate housing advice to customers and colleagues on policies and procedures, including signposting where appropriate and managing expectations when required.
- Produce accurate and professional customer correspondence including detailing outcomes of decisions, impending visits to customers by local colleagues and appropriate sign-up documentation for new lettings

**Account Management Support**
- Support and administer account management for appropriate properties including the national register of leases and agreements.
- Liaise with internal and external stakeholders as appropriate to support relevant processes. General Service Delivery Support
- Deliver a high-quality service in line with key performance indicators, service level agreements and standards. Work closely with the Income Collection and Housing Services Processing team to share best practice

**General Service Delivery Support**
- Deliver a high-quality service in line with key performance indicators, service level agreements and standards. Work closely with the Income Collection and Housing Services Processing team to share best practice
- Provide administrative support across the Managed Agents function, including maintaining records, liaising with external agencies regarding customer debt, dealing with correspondence across a range of customers, arranging support and escalation in accordance with approved policy and procedures.
- Undertake income, administrative and processing activities relating to the on-boarding and exit of Managed Agents to the Managed Agent Portfolio. Ensure effective setup of Managed Agents on systems and data integrity.

**Budgets**
- Work collaboratively with the Income Processing Manager and Portfolio Officers to provide administrative support

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