Income Management Officer - Carlisle, United Kingdom - The Riverside Group

The Riverside Group

Verified Company

Carlisle, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Income Management Officer
Fixed Term Contract-12 Months
Full Time 35 hrs per week
Working Pattern-Monday-Friday
Salary-£26,606-£29,406
Based in Carlisle

Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to people as well as care for the elderly and support for those who face homelessness.

**The difference you'll make
You will provide supportive and meaningful advice to customers around welfare reforms and Universal Credit.

Signposting where appropriate, to ensure customer understand debt collection requirements, consequences of non-compliance and additional support available from third parties.

So, who are you?

Essentially you will have good Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.

Have a proven track record of problem solving.

Be an excellent team player who can work flexibly to meet business requirements

Enjoy the rewards

Working with us, you'll enjoy competitive pay, 28 days holidays plus bank holidays, a wide range of benefits, flexible working, and the chance to learn valuable new skills.

We empower our people to do great work by investing in learning, personal development, and technology.

If you're the kind of person that wants to do a really great job and make a difference to our customers, we think you'll love it here.

Sound like a challenge you'd like to take on? Then get in touch and let's talk about how you can help us transform lives and revitalise neighbourhoods.

We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work.

To maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs, garages and court costs by carrying out collection and arrears prevention activity.

Acting as case owners ensuring the most appropriate prevention and collection strategies are applied with the aim of preventing homelessness and sustaining tenancies.

Managing inbound and outbound telephone calls as well as other customer contact, agreeing and monitoring payment plans and collecting payments; providing advice, support and guidance to customers and colleagues as appropriate on the debt collection and arrears prevention processes which includes legal action.

Role requires you to:

Proactively manage customer contact including inbound and outbound calls, text messages and other digital channels to carry out effective debt collection and arrears prevention activity.
Proactively manage customer accounts and use early intervention methods to minimise legal cases. Take an active role in case reviews to ensure all avenues are covered to prevent evictions.
Ownership and management of legal stage cases. Ensure high quality court documentation and preparation, working in partnership with Housing Officers to achieve the desired outcome and prevent homelessness where possible. Risk assess all legal actions.
Responsible for achievement of income performance targets; specifically relating to rent arrears recovery and other debts whilst working to sustain tenancies.
Use digital channels of communication as appropriate, including the workflow management system, to escalate decisions and direct tasks to progress debt collection, tenancy sustainment and arrears prevention cases.
Use data analysis, customer segmentation and profiling tools to identify likely payment patterns and target your contacts accordingly
Work in partnership with Housing teams to review total debt performance of Housing patches and agree the most appropriate action for customers where arrears are escalating.
Provide supportive and meaningful advice to customers around welfare reforms and Universal Credit. Signposting where appropriate, to ensure customer understand debt collection requirements, consequences of noncompliance and additional support available from third parties.
Carry out financial account activity, including taking payments, reviewing customer's income and expenditure to set affordable payment plans to ensure effective debt collection in line with agreed processes.
Identify vulnerable customers, particularly those who would benefit from an alternative payment arrangement, making a referral to the appropriate Housing Officer/tenancy sustainment team for a followup.
Negotiate, agree, monitor and review affordable and sustainable payment plans with customers, in line with agreed policy and processes.
Carry out appropriate checks, including welfare benefit checks, to ensure the appropriate course of action is followed.
Liaise with Internal and external stakeholders as appropriate to ensure case management is progressed in line with agreed standards, timescales and targets.
Contribute to the continuous improvement of processes and procedures.
Respond flexibly to any necessary