Income Collection Officer

Job Title: Income Collection Officer
Contract Type: Permanent
Salary: £30,395 - £33,485
Working Hours: 35 hours per week
Working Pattern: Monday - Friday
Location: Arlington House, Camden, London - Hybrid
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as Income Collection Officer
The post holder will be responsible to the Customer Accounts Team Leader to maximize Income Collection of rent and service charges owed by customers. Acting as case owners ensuring the most appropriate prevention and collection strategies are applied with the aim of preventing homelessness and sustaining tenancies.  Managing inbound and outbound telephone calls as well as other customer contact, agreeing and monitoring payment plans and collecting payments; providing advice, support and guidance to customers and colleagues as appropriate on the debt collection and arrears prevention processes which includes legal action.
About you
We are looking for someone who believes in working together as part of a team, who shares our values and who is positive and friendly. The successful candidate will be able to demonstrate experience and/or skills to meet the requirements of the role, including welfare benefits and debt support and/or signposting together with excellent communication and negotiating skills.
Why Riverside?
One Housing is a part of Riverside.  At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:

• Competitive pay & generous pension 
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
Person specification
Knowledge, Skills and Experience
Essential

• Responsible for the collection of housing-related debt (current and former) as directed by the Customer Accounts Manager in line with all internal policies, procedures and process maps and legislation
• Focus on early intervention to minimize legal action against our customers through signposting and support with welfare benefits and debt.
• Take firm but fair action on any customer who falls into arrears, including any legal procedures and appearances in Court to obtain possession of the property where necessary.
• Manage and monitor its customer accounts, to take action where necessary (including home visits) and retain a central record of all communications with the customer.
• Pro-actively build excellent relationships with residents, customers and any internal or external stakeholders to ensure income is maximised.
• Meet all targets set and any relevant corporate objectives.
• Provide a customer service that deals with any queries promptly, clearly and accurately in a knowledgeable and professional way that resolves disputes and contributes positively to the customer experience.
• Ensure a collaborative approach between our Welfare Reform Team, Employment and Partnership Team, Housing Operations Teams and external stakeholders to maximise our income.
• All employees must adhere to Riverside’s Health and Safety policies, Equality and Diversity policy and comply with Data Protection Act at all times.

Desirable

• A good working knowledge of legislation around tenancy management. 
• General understanding of service charges and rents calculations. 
• Good welfare benefits knowledge.
• Demonstrable experience in issuing Court proceedings and advocacy.
• Professional qualification in Income Collection or debt collection. 

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