Income Contact Officer

As an Income Collections Officer, you will be communicating with our customers to negotiate payments, your job will be to maximise the rental and service charge income for the business. You will be talking to our customers about their circumstances and recognising the need for support, arranging payment plans in line with Income policies and where appropriate making referrals to our support teams.

We embrace the future of work with our hybrid working model, offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately 2-3 days per week in the office with the remainder being from the comfort of your own home. However please bear in mind during your probation and training, we may request more office presence to ensure you feel fully supported and equipped for success. Your well-being and confidence in your role are paramount to us. Of course if you'd prefer to be in the office more, then that is completely fine with us too!

Your responsibilities...

• Accountability for income collection and debt reduction targets within geographical areas or arrears band across various tenure types and income streams including rent and service charges


• To be responsible for monitoring and collection of former tenant accounts, all sundry debt accounts, and managing accounts in credit


• Manage rent accounts for the organisations garage and car park spaces


• Have a clear understanding of the status of all rent accounts in the management area and work with the Income Team Manager to create a systematic debt reduction plan


• Accountability for identifying and addressing obstacles to rent collection by collaborating within the business or external partners and producing time limited action plans in line with the Pre-action Protocol


• Having a clear understanding of all exceptions in case management and providing the Income Team Manager with a time limited action plan


• Monitor rent accounts using the IT system and applying the income collection policy consistently in the management of rent arrears cases


• Timely intervention to stop arrears in accordance with the income collection policy


• Arranging personal contact with tenants to identify and address obstacles to payments of charges


• Outbound calls to tenants to reduce rent arrears and other debts


• Deliver focused debt reduction activities such as targeted call outs and marketing campaigns


• Act as duty Income Officer on rota


• Agreeing reasonable payment plans and supporting tenants with other advice and support to address risks and sustain the tenancy


• Taking payments by phone and setting up direct debits
  
  To be successful in this role, Housing experience is not essential, but we are looking for the following:


• Customer service background


• Confident negotiator


• Experience with difficult conversations


• Excellent attention to detail


• Self-motivated


• Analytical approach


• Experience of working effectively in a target driven operational environment
  
  Job Types: Part-time, Permanent


Pay: £18,748.00 per year

Expected hours: 20.5 per week

Benefits:

• Company pension


• Cycle to work scheme


• Employee discount


• Health & wellbeing programme


• Sick pay