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Income Officer

2 months ago

Liverpool, Liverpool, United Kingdom Torus Group Full time

About the Role:

This is a challenging and rewarding opportunity to join the Torus Group as an Income Officer - Arrears Management Specialist. As a key member of our team, you will play a vital role in managing customer accounts to meet service demands, applying our arrears policy and procedures in a fair and consistent manner to maximise collection and improve performance against agreed key performance indicators.

Key Responsibilities:

  • Manage a case load of customers' accounts to meet service demands, applying Torus arrears policy and procedures in a fair and consistent manner to maximise collection and improve performance against agreed key performance indicators.
  • Contact customers to discuss the rent account over the phone and when required at the customer's home.
  • Respond to enquiries, requests for assistance, guidance or advice from Torus customers on welfare benefit, money management, debt, making appropriate referrals to Torus Foundation for assistance with employment skills, health and wellbeing and other third parties.
  • Carry out basic benefit calculations and, if required, assist Torus customers to make a claim for housing benefit or Universal Credit.
  • Develop effective relationships both internal and external to ensure the delivery of the team's objectives.

Requirements:

  • Be confident to use a wide range of computer packages to update customers' accounts.
  • Have experience of income management and enforcement or debt collection experience.
  • Have experience of case management, including analysing customer accounts, being able to problem solve and keep accurate records by updating computer systems.
  • Be confident and have experience of dealing with members of the public and have excellent written and oral communication skills, you will be speaking to customers both over the phone and in person.
  • Have the skills to be able to engage with team members, customers and external partners to build relationships based on honesty, trust, mutual respect and integrity to inspire confidence and respect.
  • Be organised, self-driven and motivated and be able to prioritise your own workload to ensure performance targets are achieved.
  • Be a great team player to ensure Torus meets rent collection targets and delivers first-class customer service.

Pre-Employment Checks:

  • Right to work verification
  • Qualification certificate check
  • 2x Completed references
  • OH Health Questionnaire – Fit For Work
  • DBS check (if required for role)
  • Completion of all new starter documentation including signed T&C's

Flexible Working:

We are happy to discuss flexible working arrangements to support your needs.