Job Title: Income and Administration Officer
Contract Type: Permanent
Salary: £29,713.46 per annum
Working Hours: 37.5 hours per week
Working Pattern: Monday to Friday
Location: Arlington, London, NW1 7HE
The difference you will make as an Income and Administration Officer
Work collaboratively as part of a committed team to provide income management advice, guidance and support to customers and colleagues. The focus of this role is to support customers to sustain their tenancies, maximise the organisation’s rental income and deliver income administration across a defined number of properties.
About you
* Experience of working with vulnerable and diverse customer groups and individuals with complex needs.
* Experience of working in a customer‑facing environment.
* Excellent communication skills, with the ability to provide advice and support and to empathise with customers facing a range of issues.
* Be a team player, flexible with a resilient, can‑do attitude.
* Be confident and consistent, with the confidence to make decisions for effective rent arrears management.
* Competent level of literacy, numeracy, administrative and IT systems skills (to produce reports and other communications).
Why Riverside?
At Riverside, we’re a housing association that has revitalised neighbourhoods and supported communities for 90 years. We offer a portfolio of over 75,000 affordable residential and retirement homes across the UK, and we value people who want to make a difference.
* Competitive pay and generous pension.
* 25 days holidays plus bank holidays.
* Investment in learning, personal development and technology.
* A wide range of benefits.
Diversity and Inclusion at Riverside
We are inclusive and value diversity in all its forms, fostering a workplace where everyone is respected, empowered and heard. Riverside is a Disability Confident Employer and offers a Guaranteed Interview Scheme for applicants who declare a disability.
Role Profile
* Ensure customers understand their responsibilities regarding rent and service charges and how they maintain their tenure.
* Support colleagues by proactively engaging customers, providing advice, guidance and co‑producing plans as part of responsive rent arrears management.
* Manage the income management process by co‑producing bespoke payment plans tailored to individual circumstances.
* Provide guidance to customers to ensure financial inclusion, sign‑posting to resources for benefit claims, debt issues and money management.
* Make referrals to the Riverside Income Maximisation Team for complex cases.
* Provide up‑to‑date advice on tenancy sustainment to colleagues.
* Initiate discussions with relevant parties on complex arrears cases to present management facts.
* Support colleagues in eviction processes where required.
* Advise customers on efficient payment setups.
Provide Administrative Support By
* Administer petty cash for required services.
* Assist with monitoring income and expenditure.
* Generate and communicate rent statements to customers and colleagues.
* Maintain and update tenancy information, rent accounts and financial data on digital platforms.
* Collate and submit information, including funding and performance returns.
* Produce reports and other documentation to support income management delivery.
Other Duties
* Work normal office hours, with flexibility to meet customer and business needs.
* Travel to different properties within the defined area as required.
* Use the Lone Worker system when necessary.
* Ensure customers are safe at all times, following Riveraus policies on health & safety, safeguarding, dignity at work, GDPR, cash handling, and more.
* Deliver your role in line with Riverside company values – “Our Riverside Way”.
* Participate in team meetings, regular supervision and reflective practice sessions.
* Undertake regular training and take responsibility for continuous development.
* May be required to undertake additional duties and responsibilities in consultation with your line manager.
Additional Information
* The Group has offices across the UK, and you may be required to travel to other locations to perform this role.
* The role will be exposed to sensitive information, requiring maintaining confidentiality at all times.
* Work flexibly during the hours of operation as required.
* Commit to equal opportunities and promote non‑discriminatory practices in all work undertaken.
Person Specification
Essential Knowledge & Experience
* Experience of working with vulnerable and diverse customer groups with complex needs.
* Experience in a customer‑facing environment.
* Excellent communication skills, able to give advice and support with empathy.
* Be a team player, flexible, resilient, with a can‑do attitude.
* Be confident and consistent, capable of making decisions for effective rent arrears management.
* Competent literacy, numeracy, administrative and IT systems skills.
Desirable
* Knowledge of current benefit systems.
* Experience in care and support services.
* Ability to plan, prioritise and organise tasks to achieve results.
* Knowledge of debt management.
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