Income Contact Officer

2 weeks ago

Leicester, United Kingdom PA Housing Full time

**Job reference**: 000726

**Salary**: £32,009

**Location**: Bede Island - Leicester

**Employment type**: Permanent

**Hours Per Week**: 35

**A little bit about what we are looking for...**

We are happy to offer hybrid working with this role; You will be required to be in the office for around 2/3 days per week with the rest being from home, however please bear in mind we may need you to be in the office more within your probation and training. It's important to us that you feel fully ready and confident in the role before working from home. Of course if you'd prefer to be in the office more, then that is completely fine with us too

**Your responsibilities...**
- Accountability for income collection and debt reduction targets within geographical areas or arrears band across various tenure types and income streams including rent and service charges
- To be responsible for monitoring and collection of former tenant accounts, all sundry debt accounts, and managing accounts in credit
- Manage rent accounts for the organisations garage and car park spaces
- Have a clear understanding of the status of all rent accounts in the management area and work with the Income Team Manager to create a systematic debt reduction plan
- Accountability for identifying and addressing obstacles to rent collection by collaborating within the business or external partners and producing time limited action plans in line with the Pre-action Protocol
- Having a clear understanding of all exceptions in case management and providing the Income Team Manager with a time limited action plan
- Timely intervention to stop arrears in accordance with the income collection policy
- Arranging personal contact with tenants to identify and address obstacles to payments of charges
- Outbound calls to tenants to reduce rent arrears and other debts
- Deliver focused debt reduction activities such as targeted call outs and marketing campaigns
- Act as duty Income Officer on rota
- Agreeing reasonable payment plans and supporting tenants with other advice and support to address risks and sustain the tenancy.
- Taking payments by phone and setting up direct debits
- We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert._
- Good knowledge of housing law and court processes such as pre-court protocol
- Practical experience of using Landlord and Tenant legislation and best practice
- Experience of professional development and evaluation of personal performance
- Experience within a customer service environment working for a Housing Association or other public service organisation, in a capacity which involved face to face interaction with customers, resolving difficult issues
- Resilient and confident in dealing with difficult phone calls
- Empathetic nature

**AGENCIES: We know where you are if we need your support so please do not contact us.**

**Job Types**: Full-time, Permanent

**Salary**: £32,009.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Sick pay

Work Location: Hybrid remote in Leicester

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