Income Contact Officer

Job reference: 001213

Salary: £25,149.93 per annum

Closing date: 11/04/2024

Location: Bede Island - Leicester

Employment type: Permanent

Hours Per Week: 27.5 - hours to be agreed

​​​​​​​A little bit about what we are looking for...
As an Income Contact Officer, your role will be to provide advice and support to tenants with rent and service charge queries and arrears advice via various communication methods – Inbound and outbound phone calls, email, web chat social media and text messaging. Providing support to tenants, recognising the needs for support and referring to the relevant teams where necessary and supporting with arrears reduction with contact to reduce arrears position by collecting payments and or arranging payment plans in line with Income policies while taking into account individual circumstances.

We are happy to offer hybrid working with this role; You will be required to be in the office for around 2/3 days per week with the rest being from home, however please bear in mind we may need you to be in the office more within your probation and training. It's important to us that you feel fully ready and confident in the role before working from home. 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

We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.

Our ideal candidate...

• Good knowledge of housing law and court processes such as pre-court protocol
• Practical experience of using Landlord and Tenant legislation and best practice
• Experience of professional development and evaluation of personal performance
• Experience within a customer service environment working for a Housing Association or other public service organisation, in a capacity which involved face to face interaction with customers, resolving difficult issues
• Resilient and confident in dealing with difficult phone calls
• Empathetic nature

​​​​​​​AGENCIES: We know where you are if we need your support so please do not contact us.

Job Types: Part-time, Permanent

Salary: £25,149.93 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Health & wellbeing programme
• Sick pay

Work Location: Hybrid remote in Leicester