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Income Management Officer

2 months ago

Carlisle, United Kingdom The Riverside Group Full time

**Job Title**:Income Management

**Contract Type**:Fixed Term until 3rd August 2025

**Salary**:£28,537.21 (£29,985 is achieved after12 months successful performance in the role

**Working Hours**:Full-Time 35 hours

**Working Pattern**:Monday - Friday 8:00- 15:30

**Location**:Carlisle

**Why Riverside?**

At Riverside, we’re a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

**Working with us, you’ll enjoy**:

- Competitive pay & generous pension
- 28 days holidays plus bank holidays (Full Time Equivalent)
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits

**The difference you will make as an Income Management Officer**

The role holder will maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs, garages and court costs by carrying out collection and arrears prevention activity. You will act as a case owner ensuring the most appropriate prevention and collection strategies are applied with the aim of preventing homelessness and sustaining tenancies.

**About you**

We are looking for someone with:

- Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
- Experience of working in a housing environment.
- Effective negotiation skills, managing business and customer requirements to a mutually agreeable solution.
- Proven track record of problem solving.

**Job Purpose**

To maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs, garages and court costs by carrying out collection and arrears prevention activity. Acting as case owners ensuring the most appropriate prevention and collection strategies are applied with the aim of preventing homelessness and sustaining tenancies. Managing inbound and outbound telephone calls as well as other customer contact, agreeing and monitoring payment plans and collecting payments; providing advice, support and guidance to customers and colleagues as appropriate on the debt collection and arrears prevention processes which includes legal action.

**Role requires you to**:

- Proactively manage customer contact including inbound and outbound calls, text messages and other digital channels to carry out effective debt collection and arrears prevention activity. Proactively manage customer accounts and use early intervention methods to minimise legal cases. Take an active role in case reviews to ensure all avenues are covered to prevent evictions. Ownership and management of legal stage cases. Ensure high quality court documentation and preparation, working in partnership with Housing Officers to achieve the desired outcome and prevent homelessness where possible. Risk assess all legal actions.
- Responsible for achievement of income performance targets; specifically relating to rent arrears recovery and other debts whilst working to sustain tenancies.
- Use digital channels of communication as appropriate, including the workflow management system, to escalate decisions and direct tasks to progress debt collection, tenancy sustainment and arrears prevention cases.
- Use data analysis, customer segmentation and profiling tools to identify likely payment patterns and target your contacts accordingly
- Work in partnership with Housing teams to review total debt performance of Housing patches and agree the most appropriate action for customers where arrears are escalating.
- Provide supportive and meaningful advice to customers around welfare reforms and Universal Credit. Signposting where appropriate, to ensure customer understand debt collection requirements, consequences of non-compliance and additional support available from third parties.
- Carry out financial account activity, including taking payments, reviewing customer’s income and expenditure to set affordable payment plans to ensure effective debt collection in line with agreed processes.
- Identify vulnerable customers, particularly those who would benefit from an alternative payment arrangement, making a referral to the appropriate Housing Officer/tenancy sustainment team for a follow-up.
- Negotiate, agree, monitor and review affordable and sustainable payment plans with customers, in line with agreed policy and processes.
- Carry out appropriate checks, including welfare benefit checks, to ensure the appropriate course of action is followed.
- Liaise with Internal and external stakeholders as appropria