Income Management Officer

**Who we are** We are a welcoming and friendly organisation who provide homes for people who need them and services to help our customers lead better lives. We own and manage more than 7,000 properties across the East Midlands and Yorkshire and the Humber, helping thousands of people in our communities every single day. This includes homes for affordable rent, homes for students and homes for older people. We even develop new homes to help people get on the property ladder. In addition to this, we provide Student accommodation. We support over 4000 learners a year with everything from entry level qualifications, arts and wellbeing courses through to employability support to help people fulfil their potential. This is through Riverside Training, our employment and skills team, and CLIP, an education provider. And last but by no means least is our HomePlus division, we want help people stay in their homes for longer - this is where our adaptations specialists come in. From wetrooms to handyperson services, we’ve got it covered when it comes to future proofing homes to help people live independently. In our teams across our entire organisation, alongside our partners, we have more than 300 people working collaboratively to help raise and realise our customers’ aspirations. Together, we’re honest, positive and ambitious. **Here's what hiring Manager Vicki, has to say about the role**: "This is a very rewarding role, giving the opportunity to make a difference to our customers lives and although its a cliché, no two days are the same. The role would suit someone that is a good communicator, target driven, customer focused, good negotiating skills and has a passion for income collection and talking to people. " **What you'll get as part of the team**: - 25 days annual leave increasing by one day per year (capped at 30 days) plus bank holidays - Enhanced pension - matched contributions up to 10% - The opportunity to undertake professional training which will be funded by us, as will any relevant professional membership subscriptions - Staff benefits with Paycare - A fantastic health and benefits scheme - Benefits with Acis Perkz - a discount scheme offering hundreds of savings from food shopping to holidays - Employee recognition scheme. We ensure we recognise and thank our team with various rewards - Enhanced maternity and paternity scheme - Cycle to work scheme - Enhanced sick pay scheme - Employee Assistance Programme to give you confidential advice and support - Death in service benefit amounting to 3 times annual salary **What a good Income Management Officer looks like to us**: - Experience of income recovery or credit control processes, procedures and regulations is a must - Experience of liaising with others, whether that’s internally or with wider stakeholders such as DWP, to resolve payment queries, maximise income and minimise arrears - Strong numeracy skills and an ability to analyse and interpret data - Good all-round IT skills - Knowledge of legislation relating to rent and service charge setting - Experience of preparing and presenting debt recovery cases for court - A good working knowledge of Universal Credit and other benefits - Experience of working with people with complex needs to provide guidance and support - and an IAG qualification at any level even better **As an Income Management Officer a typical day might include**: - Being proactive and reactive all at the same time - Reviewing our customers’ accounts to see what action is required and responding to queries - Contacting customers in lots of ways to understand their financial position - discussing their rent accounts and arranging payments - Liaising with partners, stakeholders and wider internal teams to put in place solutions and support for our customers - Supporting customers when their situation or benefit status changes, to ensure their home is secure and they understand what needs to be done - Representing us in court on a possession hearing, or at external meetings around income and arrears - Completing electronic records (we’re going paperless) to ensure we are compliant from an audit perspective including preparing court cases, processing rent refunds and recording conversations on our CRM. Your role is to ensure we do what’s right by our customers, supporting them as their situations change, whilst ensuring you minimise the arrears owed to us. It’s a balancing act of support and enforcement covering everything about income from rent, service charges, court costs, recharges and former debt. You’ll be making a real difference. **ion.