Early Intervention Officer

6 days ago

Carlisle, Cumbria, United Kingdom Riverside Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as an Early Intervention Officer. As a key member of our Income Collection function, you will play a vital role in maximising and sustaining rental income and other debts.

Key Responsibilities
  • Manage a caseload of pre-court arrears, using early intervention and prevention methods to minimise arrears escalating.
  • Manage other low-level sundry debts caseloads owed to Riverside, including garages, recharges, court costs, etc.
  • Manage proactive customer contact delivered via a variety of digital and traditional methods.
  • Discuss cancelled/expired payment arrangements, making affordable agreements that take into account customer income and expenditure.
  • Advise on how to claim benefits and grants that 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.
  • Work in partnership with Income Collection Officers and Housing Services 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.
  • Support income collection targets and campaigns, including direct debit promotion, static arrears campaigns, rent in advance, text, and e-mail campaigns.
  • Contribute to the continuous improvement of processes and procedures.
Person Specification

We are looking for someone who is:

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

We offer a competitive salary and generous pension, 28 days' holiday plus bank holidays, flexible working options, investment in your learning and personal development, and a wide range of benefits.

About Riverside

Riverside is 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, and we need the best people on board to help us.

We are inclusive, valuing diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

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