Prevention and Intervention Specialist

1 month ago


Carlisle, Cumbria, United Kingdom Riverside Full time

Company Overview:

Riverside is a housing association dedicated to enhancing the everyday for all its customers. With a portfolio of over 75,000 affordable residential and retirement homes across the UK, we strive to revitalise neighbourhoods and support communities.

About the Role:

We are seeking an Early Intervention Officer to join our team. As a key member of our Income Collection function, you will play a crucial role in maximising and sustaining rental income and other debts. Your primary responsibility will be to manage a caseload of pre-court arrears, using early intervention and prevention methods to minimise arrears escalating.

Key Responsibilities:

  • Manage a caseload of pre-court arrears, using early intervention and prevention methods to minimise arrears escalating.
  • Ensure prompt and effective outcomes in accordance with policy and procedure, applying the right intervention at the right time.
  • Work in collaboration with Income Officers, Housing Services, and Tenancy Sustainment Services to achieve desired results.
  • Manage proactive customer contact delivered via a variety of digital and traditional methods, including telephone, letter, email, and text.
  • Discuss cancelled/expired payment arrangements making affordable agreements that 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 to support residents in making rent payments.

Requirements:

  • 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 pressurized environment.
  • Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines, and manage conflicting priorities.

Benefits:

  • Competitive salary of £25,587.44 per annum (£28,107.11 per annum after 12 months successful performance)
  • 28 days holidays plus bank holidays
  • Flexible working options available
  • Investment in your learning, personal development, and technology
  • A wide range of benefits

About You:

We are looking for someone who is a customer-focused individual with excellent communication skills, able to meet the needs of a varied customer base. If you have effective negotiation skills and can manage business and customer requirements to a mutually agreeable solution, this could be the ideal role for you.



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