Income & Admin Officer

**Job Title**:Income and Administration Officer
**Contract Type**:Permanent
**Salary**: £26,549.63 per annum (£27,722.51 is achieved after 18 months successful performance in the role)
**Working Hours**:37.5 hours per week, full time
**Working Pattern**:Monday to Friday with flexibility to work evenings and weekends as require
**Location**:Harbour Place, Workington

**The difference you will make as an Income and Administration Officer**

You will work collaboratively as part of a committed team to provide income management advice, guidance and support to customers and colleagues. The focus of this role is to support customers to sustain their tenancies, maximise the organisation’s rental income and deliver income administration across a defined number of properties.

**About you**

We are looking for someone with:

- Experience of working with vulnerable and diverse customer groups and individuals with complex needs.
- Experience of working in a customer facing environmentExcellent communication skills, with the ability to provide advice, support with the ability to empathise with customers who are facing a range of issues
- **Why Riverside?**

At Riverside, we’re 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. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technologyA wide range of benefits
- **Diversity and Inclusion at Riverside**:
We are inclusive. At Riverside, we value 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.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

**Role Profile**

Take responsibility for arrears management, rent collection and maximising income, working in partnership with colleagues using psychologically informed environments (PIE) and trauma informed care principles to:

- Ensure customers have a clear understanding of their responsibilities regarding the payment of rent and service charges and their impact on maintaining their tenure
- Support colleagues by proactively engaging customers providing advice, guidance and co-produce plans as part of the responsive rent arrears management process
- Manage the income management process, by co-producing a bespoke payment plan, tailored to the individual’s circumstances
- Provide guidance and advice to customers to ensure they are financially included, sign-posting to relevant resources relating to benefit claims, debt issues, and money management
- Make referrals to the Riverside Income Maximisation Team when dealing with complex cases
- Proactively provide up-to-date advice relating to effective tenancy sustainment approaches to colleagues to assist in supporting customers with income management
- Initiate a discussion with relevant parties on complex arrears cases to present facts about how the arrears will be managed
- Support colleagues dealing with evictions where required
- Provide advice to customers around setting up efficient payment options
- Administrating petty cash for the required services
- Assisting with the monitoring of income and expenditure
- Generating and communicating rent statements to customers and colleagues as required
- Maintaining and updating tenancy information, rent accounts and financial information on the appropriate digital platforms
- Collating and submitting information, including funding and performance returns
- Producing reports and other written documentation to support income management delivery as required
- You will be required to work normal office hours, which may include some flexibility to meet the customer and business needs
- You will be required to travel to different properties within the defined area as and when required
- Use the Lone Worker system as and when necessary
- Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc
- Deliver your role in line with Riverside company values - “Our Riverside Way”
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