Income Contact Officer

Description:

A little bit about what we are looking for...
As an Income Collections Officer, you will be communicating with our customers to negotiate payments, your job will be to maximise the rental and service charge income for the business. You will be talking to our customers about their circumstances and recognising the need for support, arranging payment plans in line with Income policies and where appropriate making referrals to our support teams.

We embrace the future of work with our hybrid working model, offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately 2-3 days per week in the office with the remainder being from the comfort of your own home. However bear in mind during your probation and training, we may request more office presence to ensure you feel fully supported and equipped for success. Your well-being and confidence in your role are paramount to us, and we're committed to providing the flexibility you need to excel. Of course if you'd prefer to be in the office more, then that is completely fine with us too!

As part of our commitment to promoting work-life balance, we offer an optional 9-day fortnight scheme*. With this arrangement, you have the opportunity to compress your hours into nine days, allowing you to enjoy a bonus day off every fortnight. It's our way of empowering you to achieve greater flexibility and recharge, helping you be your best self.

Your responsibilities...

• Taking accountability for income collection and debt reduction targets for a patch or arrears band across various tenure types and income streams including rent and service charges.
• Provide an efficient and effective customer service in relation to income collection.
• To provide the highest level of customer care and encourage tenancy sustainment.
• Make suggestions to improve performance, value for money and efficiency.
• Monitor rent accounts using the IT system and applying the income collection policy consistently in the management of rent arrears cases.
• Advising tenants on welfare benefits entitlement and making tenants aware of support services available.
• To support the Income Team Manager in the delivery of service reviews and change projects.

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.

Our ideal candidate...

• Customer service background
• Confident negotiator
• Experience with difficult conversations
• Excellent attention to detail
• Self-motivated
• Analytical approach
• Experience of working effectively in a target driven operational environment