Income Collection Advisor

The vacancy

About Shepherds Bush Housing Group

We’re a forward-thinking housing group in the heart of west London. Since we started in 1968 our ethos has remained the same: to provide affordable homes and services that build communities.

Here at Shepherds Bush Housing Group, we are passionate about what we do and apply our innovative outlook to find new ways to invest in people, communities and residents.

We offer careers that are both exciting and rewarding. We’re looking for people who bring a variety of different skills and experiences to help us continue to make a difference to the local communities we work within.

This is a unique opportunity to work for an award winning organisation and genuinely contribute to the achievement of our corporate aims and objectives.

About the role

The role of the Income Collection Advisor is to act as the first port of call for low level arrears, providing assistance to new tenants and leaseholders, whilst maximising our income stream, protecting and reducing SBHAs overall debt.

The ICA’s will support the CRM Income and Leasehold Arrears Specialist Officer to set up payments, create affordable arrears agreements and ensure as a team we meeting our arrears and collection targets for former and current arrears.

Key Responsibilities

• Take responsibility of calls coming through to the Income Team Duty Line to create agreement, take payments and make referrals for financial support
• Meet targets for current and former tenant arrears through pro-actively monitoring and chasing arrears to minimise the loss of income to SBHA.
• Maximise and promote the Customer Portal, payment options with customers, ensuring that residents understand their obligations to pay rent and clear arrears under their tenancy agreement.
• Have an understanding of the benefit system to provide advice and assistance with benefits applications and to answer queries from customers.
• Proactively manage low level arrears cases, making contact with tenant not complying with their tenancy agreement.
• Take preventative as well as responsive action to avoid arrears occurring at all.

Please see the job description for a full breakdown of duties and requirements.

About you

• Experience in working in a customer facing environment.
• Experience working toward meeting financial targets
• Full understanding of the pre-court protocol, court processes for possession proceedings and associated procedures such as warrant applications and bailiff appointments.
• An understanding of benefit and welfare legislation and knowledge of how to support residents making benefit claims.
• Experience of working with vulnerable people and/or marginalised groups and understanding their needs.
• Ability to deliver, contribute towards and adhere to new policies, procedures and strategies to enhance the effective delivery of the income service.

What we can offer you

Please follow the link to read more about our great benefits and what we can offer you: https://www.sbhg.co.uk/life-at-sbhg

Equality, Diversity and Inclusion

We commit to ensuring that equality and diversity are integrated at the core of our business and respond to the needs of our employees, workers, stakeholders and customers. To read more about our commitment, please visit the following link: https://www.sbhg.co.uk/equality-and-diversity

We reserve the right to close this vacancy early if enough applications are received.

Our mission

We're much more than a landlord. We build communities by providing homes that people can afford and invest in people and places.

We have more than 5000 homes throughout west London and are building more. We've been doing this since 1968 and are a trusted part of the community.

Our mission is social heart, business head, local impact.

Social heart: Our way of working builds and strengthens communities.
Business head: Our way of working means we make a lasting return on investment.
Local impact: Our way of working responds to what's needed locally.