Income Support Officer

3 weeks ago

Newcastle upon Tyne, United Kingdom Broster Buchanan Full time

The role of the Income Support Officer will work to

increase the percentage of rent collected as well as

reduce the historical arrears volumes through proactive

support and intervention.

Responsibilities will include, but are not limited to:

- Rent collection for 1,000 - 1,500 units.
- Supporting rent collection by working closely with

residents via appropriate communication channels

(including virtual meetings), including:

- Provide income and expenditure calculations,

including basic budgetary training, to

prospective residents and those struggling

financially

benefits where eligible.
- Provide 1-2-1 support for the most financially

vulnerable resident.
- Provide residents with guidance on how to

access third party financial support, including

referrals to charities and support services as

relevant.
- Proactive reduction of the total arrears amount

carried by the portfolio.
- Provide residents with guidance on how to access

third party financial support.
- Monthly reporting and management of levels of

arrears

payments and letter follow ups.
- Ensure all systems are updated.
- Instruct and follow-up legal proceedings where

other interventions fail, following the Pre-Action

Protocol for Possession Claims by Registered

Providers

Desired Skills & Experience:

- Detailed knowledge of Universal Credit and

Housing Benefit including entitlements and
- Experience in supporting individuals through

affordability struggles and maximising their income.
- Knowledge of external third party services that can

further support our residents with personal financial

management
- Excellent Customer Service & Awareness; previous

experience in dealing with the public is essential
- Intermediate knowledge of Microsoft Office

including Word, Excel, Outlook
- Able to demonstrate high level of accuracy and

attention to detail.
- A strong team player who is self-motivated and uses

their own initiative.
- Ability to work well under pressure and meet tight

deadlines.
- Organised and methodical approach to work
- Proactive / can do attitude.
- Prior experience in income or benefit services for a

Housing Association or Registered Provider
- At least 1 year’s previous Credit Control/Accounts

Receivable experience
- Knowledge of the residential property industry
- Basic understanding of the legal system relevant to

credit control - i.e. small claims
- Previous experience working in finance would be

advantageous.
- Knowledge of direct debit system

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