Early Intervention Officer

3 weeks ago

Carlisle, United Kingdom The Riverside Group Full time

**Early Intervention Officer**
**Permanent Role**
**Full time 35 hours**
**Based in Carlisle**
**Salary £22,535 - 24,907**
**Working Pattern-Monday - Friday with occasional Saturday
**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**

**So, who are you?**
You will be customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base. Have effective negotiation skills, managing business and customer requirements to a mutually agreeable solution with a proven track record of problem solving and the ability to remain calm in a pressurised environment.

**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.

**Role Profile**

To support the Income Collection function to maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs and garage arrears by carrying out early intervention & prevention activity such as providing advice around claiming Universal Credit, processing UC claims in the DWP portal, encouraging rent in advance, setting up digital payment methods and managing Income collection administration such as preparation of court packs. To prevent arrears from escalating by supporting campaigns, managing proactive contact with customers who go into arrears and managing payment arrangements.

**Role requires you to**:

- Manage other low level sundry debts caseloads owed to Riverside which could include garages, recharges, court costs etc
- Discuss cancelled/expired payment arrangements making affordable agreement which take into account customer income and expenditure. Promote digital payment methods including direct debits and recurring card payments.
- Advise on how to claim benefits and grants which will support residents to make rent payments.
- Monitor the timely receipt of payments for new tenancies and make contact with customers as early as possible to discuss payment options and identify any customer or tenancy support needs, making referrals where appropriate to tenancy sustainment services and other third parties.
- Work in partnership with Income Collection Officers and Housing Services, providing support where required to successfully deliver the right outcomes.
- Carry out account administration including balance transfers, tenant refunds, and write-offs in accordance with legislation and our policies and procedures.
- Contribute to the continuous improvement of processes and procedures.
- Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service
- Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures and statutory requirements.
- Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements.

**Knowledge, Skills and Experience**

**Essential**
- Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
- Effective negotiation skills, managing business and customer requirements to a mutually agreeable solution.
- Proven track record of problem solving. - Ability to remain calm in a pressurised environment.
- Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities
- Excellent team player who can work flexibly to meet business requirements

**Desirable**
- Experience of working in a housing environment.
- Experience of working in a debt collection call centre.
- Knowledge of Universal Credit

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