Income Officer

Here at Stonewater, an exciting opportunity has arisen for an Income Officer to join us and provide our customers, across all tenures to include social rented and homeowners, with the right support to manage their rent and service charge payments.

You'll review both rent and service charge accounts contacting customers either by telephone or digital platforms to identify why they have not paid their charges and offer them appropriate support and advice to enable them to do so. You'll ask questions to -find underlying issues and make our customers feel supported, all whilst ensuring they are clear on what action they need to take to find solutions to their debt issues. You'll need to be highly resilient and able to handle challenging and sensitive conversations. You'll manage a caseload and offer basic benefit advice, discuss repayment options and make affordable, sustainable arrangements.

We'll provide you will full training and support when you join us.

This is a home-based role and you won't be required to visit our customers in their homes. You'll be required to travel to a central location a few times a year to attend meetings.

The Income team operates between the hours of 08:00 – 20:00, Monday to Friday and 09:00 – 13:00 on a Saturday. You'll work to agreed shifts, on a rota basis of either 08:00 – 16:00, 09:00 – 17:00 or 10:00 – 18:00 up to a maximum of 37.5 hours per week. This will also include a 12:00 – 20:00 shift on a weekday as well as a 09:00 – 13:00 shift on a Saturday (approx. 4 times every 2 months).

What makes you an ideal candidate for our Income team?

We'd ideally like someone who has experience of collections in a social housing environment, which would mean you'd have a good understanding of the benefits system including Housing Benefit and Universal Credit.

If you don't have this experience though, don't worry What's more important is a genuine desire to join a supportive team who work hard to support their customers.

We're still keen to hear from you if you are self-motivated with a desire to perform to the best you can be, have a customer experience mindset and thrive on providing an exceptional service to customers. You'll be well organised bring good communication and numerical skills.

Interviews

1st stage: a role play exercise with an Income Team Leader

2nd stage: values & competency-based interview via MS Teams

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

Discover Stonewater:

Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market.

We're looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people's lives.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.

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