Income Officer
£35,750
Southend-on-Sea
Permanent, Full Time
We are looking for an Income Officer to be responsible for supporting customers proactively in a variety of ways to manage their rent* account effectively and to prevent arrears. They will provide practical advice and work with a wide range of stakeholders to provide a highly professional, customer focused service to our customers. Officers will be expected to proactively support customers and ensure that accounts within their area of responsibility are well monitored, taking action where required.
Our focus is to support customers by giving timely benefit and budgetary advice so they can sustain their tenancy or lease. Officers will be expected to visit customers who need advice, guidance, and support with regards to their account.
What you'll be doing
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To identify risk of tenancy/lease failure through all contact with customers. Actively address this through budgeting and benefit advice, guidance, referral, and cross-team working.
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Ensure customers receive the support they need to maximise their income and looking at opportunities to enable them to be financially stable.
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To maximise rental income and promote tenancy sustainment, exercising judgement and adapting the income management approach to the circumstances and needs of the individual/household. This will include using various communication methods i.e., letters, text, email as well as visits to customers’ homes.
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To manage a caseload of both current and former accounts, including any associated court or legal costs; in accordance with our policies and procedures, but also taking a proactive approach to preventing arrears and limiting the risk of escalating debt. This will include but is not limited to liaising with D.W.P, Housing Benefit departments and Lenders to ensure income is maximised and arrears minimised. Making referrals to our Benefit Coaches, or appropriate external agencies for debt advice.
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To approach contentious and complex issues with tact and sensitivity, using interviewing skills to facilitate favourable outcomes for all parties.
What we are looking for
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Full driving license and access to a vehicle for work purposes.
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Experience of working to and meeting deadlines.
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Experience in coordinating and prioritising own workload.
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Commitment to delivering excellence in customer service at all times.
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Experience of dealing with vulnerable people
Please note the office expectancy of this role is as follows: This role will be expected in the office 2 days a week, with at least 1 day of travelling to your patch a week, however this could vary. We recommend being in the office full time initially for a period of training and support from the team.
Benefits
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The salary for this post will be £35,750 Per Annum.
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Location: Southend-on-Sea
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Learning and development opportunities
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Healthcare cash plan
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Robust employee reward and recognition programme
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Free and confidential Employee Assistance Programme
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Volunteering programme
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Competitive pension scheme
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25 days annual leave per annum, plus bank holidays, 3 extra days between Christmas and New Year and 1 wellbeing day per annum.
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37 hours per week - employees may be able to work flexibly by agreement with their line manager, taking account of business need. We operate a hybrid working policy at Delta Housing Ltd.
Please note: We reserve the right to close this vacancy early if we receive a high volume of applications or successfully appoint a candidate before the closing date. We encourage early applications to avoid disappointment.
The Company
We’re a local housing association that’s passionate about tackling the housing shortage in the East of England. We provide warm, safe and affordable homes. But we don’t stop there. We offer a wide range of support and services to help our customers and their communities to thrive.
We want to be an organisation that cares about our customers and communities and is determined to make a difference. We'll be bold and open-minded in our pursuit of solutions to help people transform their lives