Early Intervention Officer - Carlisle, United Kingdom - The Riverside Group

The Riverside Group

Verified Company

Carlisle, United Kingdom

5 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Early Intervention Officer

Contract Type:
Fixed Term util August 2025

Salary:
£24, £25,551.24 is achieved after 12 months successful performance in the role)

Working Hours:
Full time 35 hours per week

Working Pattern:
Tuesday to Saturday

Location:
Carlisle

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 (Full Time Equivalent)
Flexible working options available
Investment in your learning, personal development and technology A wide range of benefits

The difference you will make as an Early Intervention Officer:

The role holder will support the Income Collection function to maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs and garage arrears by carrying out early intervention & prevention activity such as providing advice around claiming Universal Credit, processing UC claims in the DWP portal, encouraging rent in advance, setting up digital payment methods and managing Income collection administration.

About you

We are looking for someone with:

Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
Effective negotiation skills, managing business and customer requirements to a mutually agreeable solution.
Proven track record of problem solving. Ability to remain calm in a pressurized environment.

Job Purpose

To support the Income Collection function to maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs and garage arrears by carrying out early intervention & prevention activity such as providing advice around claiming Universal Credit, processing UC claims in the DWP portal, encouraging rent in advance, setting up digital payment methods and managing Income collection administration such as preparation of court packs.

To prevent arrears from escalating by supporting campaigns, managing proactive contact with customers who go into arrears and managing payment arrangements.

Role requires you to:

Manage other low level sundry debts caseloads owed to Riverside which could include garages, recharges, court costs etc
Discuss cancelled/expired payment arrangements making affordable agreement which take into account customer income and expenditure. Promote digital payment methods including direct debits and recurring card payments.
Advise on how to claim benefits and grants which will support residents to make rent payments.
Monitor the timely receipt of payments for new tenancies and make contact with customers as early as possible to discuss payment options and identify any customer or tenancy support needs, making referrals where appropriate to tenancy sustainment services and other third parties.
Work in partnership with Income Collection Officers and Housing Services, providing support where required to successfully deliver the right outcomes.
Carry out account administration including balance transfers, tenant refunds, and writeoffs in accordance with legislation and our policies and procedures.
Contribute to the continuous improvement of processes and procedures.
Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.
Ensure that all data protection requirements are met in accordance with the Group's policy, procedures, and statutory requirements.
Ensure that health and safety requirements are met in accordance with the Group's policy, procedures, and statutory requirements.

Person Specification

Knowledge, Skills and Experience

Essential

Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
Effective negotiation skills, managing business and customer requirements to a mutually agreeable solution.
Proven track record of problem solving.
Ability to remain calm in a pressurised environment.
Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities
Excellent team player who can work flexibly to meet business requirements

Desirable