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Income Officer

3 months ago

Liverpool, United Kingdom Torus Group Full time

If you have a background in customer service, housing and are comfortable doing debt collection and working to performance targets, this could be the role for you.

You will need to have an eye for detail, be good at solving problems and be a great team player but most of all be passionate about providing exceptional customer service.  If this is you, we would love to hear from you.

This is an important role in which you will:

  • Manage a case load of customers’ accounts to meet service demands.  Applying Torus arrears policy and procedures in a fair and consistent manner to maximise collection and improve performance against agreed key performance indicators.
  • Contact customers to discuss the rent account over the phone and when required at the customers home.  
  • Respond to enquiries, requests for assistance, guidance or advice from Torus customers on welfare benefit, money management, debt. Making appropriate referrals to Torus Foundation for assistance with employment skills, health and wellbeing and other third parties.
  • Carry out basic benefit calculations and, if required, assist Torus customers to make a claim for housing benefit or Universal Credit. 
  • Develop effective relationships both internal and external which ensure the delivery of the team’s objectives.

To be successful in this role you will:

  • Be confident to use a wide range of computer packages to update customers accounts.
  • Have experience of income management and enforcement or debt collection experience.
  • Have experience of case management, including analysing customer accounts, being able to problem solve and keep accurate records by updating computer systems.
  • Be confident and have experience of dealing with members of the public and have excellent written and oral communication skills, you will be speaking to customers both over the phone and in person.
  • Have the skills to be able to engage with team members, customers and external partners to build relationships based on honesty, trust, mutual respect and integrity to inspire confidence and respect.
  • Be organised, self-driven and motivated  and be able to  prioritise your  own workload to ensure performance target are achieved.
  • Be a great team player to  ensure Torus meets  rent collection targets and delivers first class  customer service.

PLEASE NOTE:

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed;

  • Right to work verification
  • Qualification certificate check
  • 2x Completed references
  • OH Health Questionnaire – Fit For Work
  • DBS check (if required for role)
  • Completion of all new starter documentation including signed T&C’s

Happy to Talk Flexible Working