This is an exciting opportunity for a customer-focused and experienced Income Legal Officer to join our customer services team. We are looking for an individual who is resilient, well-organized, and capable of handling challenging and sensitive conversations with customers, as well as representing the group at court hearings and evictions.
What will my working week look like? You will live within 25 miles of Warrington to be able to cover your patch. You will also need to be based within a reasonable travelling distance of our Head Office in Birchwood, Warrington, to attend meetings and training courses when needed. Your day-to-day work will involve attending court hearings and evictions on behalf of the group, whilst managing a caseload of customers, including:
* reviewing rent accounts
* contacting customers by telephone and through our digital platforms
* discussing repayment options and making affordable, sustainable arrangements
* offering basic benefit advice
* preparing court bundles
* attending court and evictions
* conducting pre-court and pre-eviction visits
Where a customer's circumstances are complex, you will work closely with our specialist money advice, tenancy support, and housing management teams to ensure the best outcomes for our customers and for YHG.
What will I be responsible for doing? As an Income Legal Officer, you will be responsible for a designated patch of properties, collecting rent and/or charges. You will proactively support customers in making sustainable payment arrangements and benefit claims to recover outstanding rent and mitigate income loss. You will attend court hearings and evictions on behalf of the team, organize court bundles, and stay well-informed on your cases. Pre-court and pre-eviction visits will be conducted when engagement with customers is challenging.
YHG is committed to supporting customers through the cost-of-living crisis and the rollout of Universal Credit. Joining us offers an opportunity to make a real difference in people's lives.
* In-depth knowledge of the arrears recovery process across various tenures, with experience in a demanding customer service environment
* Experience in preparing and submitting court paperwork and bundles
* Experience attending County Court to present rent possession claims
* Experience dealing with difficult, vulnerable, or demanding customers in an income collection setting
* Good understanding of the benefits system, including Housing Benefit and Universal Credit
Ideally, you will be...
* Self-motivated
* A strong communicator with high attention to detail
* Organized with good planning skills and quick to learn new concepts
* Target-driven and thrive in a performance-oriented, phone-based income collection environment
This role is suited to someone who understands customer circumstances, is inquisitive, and can uncover underlying issues to support customers effectively.
Our organization, Your Housing Group, is a registered social landlord dedicated to providing quality, affordable homes and addressing the UK's housing crisis. We reinvest in our properties, build new homes, and are recognized as a great place to work, with over 88% of colleagues recommending us as such.
We offer a salary of £29,500 - £31,000 for a 35-hour week, 25 days of annual leave (plus bank holidays), and a comprehensive benefits package including a contributory pension (up to 8%), healthcare plans, and various discounts and wellbeing benefits.
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