The role of Income Officer - Local Operations will include:
1. Ensuring that all revenue accounts are effectively managed ensuring that complex cases are resolved and supported, particularly where this is required locally either at court or in the local community
2. Supporting the day to day delivery of excellent customer service functions within income services by engaging with customers in the local community, ensuring barriers to rent payment are addressed and revenue streams are maximised
3. Ensuring the provision of an effective income advisory service in line with the prescribed policies and practices focussing on income maximisation, welfare advice and effective support to residents such as signposting residents to other support where appropriate
4. Meeting all legislative and regulatory requirements for income management activities through the provision of robust escalation
5. Developing, building and maintaining relationships with key stakeholders, residents, staff and external agencies including income and letting teams, identifying any shortfalls in service delivery and ensuring these are acted upon
6. Proactively managing all complaints for service area in line with policy, focussing on first contact resolution and the identification of future learning opportunities
7. Updating and maintaining all manual and computerised records, and producing quality statistical information on key indicators (such as satisfaction levels, accuracy and response times)
Skills and experiences:
8. Literacy and numeracy equivalent to passes in GCSE English and Maths
9. NVQ3 in relevant area (e.g. business administration, customer service)
10. Proven experience of administration relating to customer service and complaints
11. Proven experience analysing and diagnosing problems and implementing effective solutions
12. Proven knowledge of housing management/debt collection and related issues
13. Ability to work independently in community
14. Travel is a requirement of the role, therefore a full valid driving licence is essential
Why work for us?
We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.
Our Benefits
As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:
15. 25 days annual leave (rising to a maximum of 30 days) plus public holidays
16. A pension scheme with employer contributions from Sanctuary
17. Life Assurance
18. Employee Advice Service including counselling
19. Cycle to Work scheme
20. Voluntary health plans
21. Employee discounts
22. Wellbeing support and tools
23. Employee recognition scheme
24. Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
25. Role salary is ££37,951 (rising to £39,948 after 12 months, subject to satisfactory performance)
(if the link is unavailable please visit the Sanctuary careers website)