Income Officer

1 month ago


Shipley, United Kingdom Incommunities Full time

Incommunities are looking to recruit an Income Officer to join our Money Matters team on a permanent basis. This is a crucial role to the business, providing support to our residents to ensure financial inclusion and looking at how we can interact with our customers to prevent debt, offering solutions and budget plans in order for them to manage their money.

**About us**

We are social housing landlord and think our vision of Improving Lives Incommunities says it all

Working to provide great homes in great neighbourhoods, we manage more than 22,600 homes across Yorkshire and are proud to collaborate with our customers, communities, local and national stakeholders to achieve this.

Our values are at the heart of everything we do, inspiring our thinking and guiding our plans and actions. This year will see us focus on the first year of a 2 -year plan, to 2024. Our plan puts customers at the heart of what we do, providing great places to live and work, with homes that they are proud to live in.

**Responsibilities**
- Assist in the contribution and future development of customers rent account to ensure financial inclusion
- Provide support and advice to customers in order for them to financially sustain a tenancy
- Help customers manage their debts and prioritising rent payments
- Work in collaboration with other teams in the business and external services to promote customers’ wellbeing and ensure positive outcomes
- Undertake all recovery action for current customers including rent arrears, court costs and miscellaneous debts including recharges
- Undertake recovery action for former customer arrears and other miscellaneous debts until they are referred to an external agent, normally after 18 months or when the debt has been written off
- Have responsibility for all stages of the recovery of debts due from current and former customers, garage sites, and non Housing Revenue Accounts, and to respond to enquiries relating to customers accounts including of debt and credit balances and deal with associated record keeping and correspondence

**About You**
- Have relevant practical work experience of customer services, ideally within the housing sector
- Have experience of dealing with members of the public both face to face and over the telephone, in particular, handling people who may be distressed and anxious and/ or reluctant to accept or follow advice
- Have experience of problem solving and resolving conflict
- Have excellent IT skills in order to manage different systems

**Requirements**:

- A broad understanding of housing and estate management standards and practices, including arrears, lettings, exchanges, repairs, rents, therefore a background in housing or a housing qualification such as NVQ or HNC is desirable
- A sound understanding of benefits that would be applicable to customers, combined with the ability to give advice on those which are applicable
- Excellent written and verbal communication skills
- A positive and calm attitude as you need to be prepared to challenge inappropriate behaviour and resolve conflict
- The ability and confidence to make decisions on the effective management of properties and to be prepared to refer more complex matters to managers, while feeding back where improvements can be made to the service we provide
- A willingness and the enthusiasm to give guidance and support to other team members
- Drive and ambition to work on personal development through in house training

**Benefits**
- Salary £28,370 per year
- Essential car user allowance in addition to salary
- West Yorkshire Pension Fund membership - Current employer contribution is 16.3%
- Excellent holiday allowance that increases with service
- Training, development, and qualification opportunities
- Corporate health scheme membership
- Access to an Employee Assistance Programme
- Cycle to work scheme
- Hybrid and agile working
- We are an equal opportunity employer but beyond characteristics protected by law, we welcome and value applicants from diverse backgrounds, abilities and perspectives. Incommunities is also recognised as ‘Committed’ to being Menopause Friendly. The Menopause Friendly Accreditation recognises inclusive employers that build awareness and understanding of how menopause can have an effect at work and shows we take the wellbeing of our colleagues seriously._


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