Here at Stonewater, an exciting opportunity has arisen for an Income Officer to join us and provide our customers, across all tenures to include social rented and homeowners, with the right support to manage their rent and service charge payments.
You’ll review both rent and service charge accounts, contacting customers either by telephone or digital platforms, to identify why they have not paid their charges and offer them appropriate support and advice to enable them to do so. You’ll ask questions to find underlying issues and make our customers feel supported, whilst ensuring they are clear on what action they need to take to find solutions to their debt issues. You’ll need to be highly resilient and able to handle challenging and sensitive conversations. You’ll manage a caseload and offer basic benefit advice, discuss repayment options and make affordable, sustainable arrangements.
The role is home‑based and you won’t be required to visit our customers in their homes. You’ll be required to travel to a central location a few times a year to attend meetings.
The Income team operates between the hours of 08:00 – 20:00, Monday to Friday and 09:00 – 13:00 on a Saturday. You’ll work to agreed shifts, on a rota basis of either 08:00 – 16:00, 09:00 – 17:00 or 10:00 – 18:00 up to a maximum of 37.5 hours per week. This will also include a 12:00 – 20:00 shift on a weekday as well as a 09:00 – 13:00 shift on a Saturday (approx. 4 times every 2 months).
Ideal Candidate
We’d ideally like someone who has experience of collections in a social housing environment, which would mean you’d have a good understanding of the benefits system including Housing Benefit and Universal Credit. If you don’t have this experience though, don’t worry! What’s more important is a genuine desire to join a supportive team who work hard to support their customers. You’ll be self‑motivated, have a customer‑experience mindset and thrive on providing an exceptional service. You’ll be well‑organised, bring good communication and numerical skills.
Interviews
* 1st stage: a role play exercise with an Income Team Leader
* 2nd stage: values & competency‑based interview via MS Teams
Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.
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About Stonewater
Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house‑building programme. Our mission is to provide quality homes and services for people whose needs are not met by the open market. We’re looking for like‑minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.
We are a Disability Confident Employer, an Advanced Employer for Investing in Ethnicity Maturity Matrix, and we are committed to being a Menopause Friendly employer.
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.
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