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- Tasks: Support customers in managing their rent accounts and preventing arrears.
- Company: Join a dedicated team at Delta Housing Ltd, focused on customer service.
- Benefits: Enjoy 25 days annual leave, flexible working, and a robust employee reward programme.
- Other info: Hybrid working model with opportunities for learning and development.
- Why this job: Make a real difference in people's lives by helping them achieve financial stability.
- Qualifications: Experience in customer service and working with vulnerable individuals is essential.
The predicted salary is between 35750 - 35750 £ per year.
We are looking for an Income Officer to be responsible for supporting customers proactively in a variety of ways to manage their rent account effectively and to prevent arrears. They will provide practical advice and work with a wide range of stakeholders to provide a highly professional, customer focused service to our customers. Officers will be expected to proactively support customers and ensure that accounts within their area of responsibility are well monitored, taking action where required. Our focus is to support customers by giving timely benefit and budgetary advice so they can sustain their tenancy or lease. Officers will be expected to visit customers who need advice, guidance, and support with regards to their account.
What you’ll be doing:
- To identify risk of tenancy/lease failure through all contact with customers. Actively address this through budgeting and benefit advice, guidance, referral, and cross-team working.
- Ensure customers receive the support they need to maximise their income and look at opportunities to enable them to be financially stable.
- To maximise rental income and promote tenancy sustainment, exercising judgement and adapting the income management approach to the circumstances and needs of the individual/household. This will include using various communication methods i.e., letters, text, email as well as visits to customers’ homes.
- To manage a caseload of both current and former accounts, including any associated court or legal costs; in accordance with our policies and procedures, but also taking a proactive approach to preventing arrears and limiting the risk of escalating debt. This will include but is not limited to liaising with D.W.P, Housing Benefit departments and Lenders to ensure income is maximised and arrears minimised.
- Making referrals to our Benefit Coaches, or appropriate external agencies for debt advice.
- To approach contentious and complex issues with tact and sensitivity, using interviewing skills to facilitate favourable outcomes for all parties.
What we are looking for:
- Full driving license and access to a vehicle for work purposes.
- Experience of working to and meeting deadlines.
- Experience in coordinating and prioritising own workload.
- Commitment to delivering excellence in customer service at all times.
- Experience of dealing with vulnerable people.
Please note the office expectancy of this role is as follows: This role will be expected in the office 2 days a week, with at least 1 day of travelling to your patch a week, however this could vary. We recommend being in the office full time initially for a period of training and support from the team.
The salary for this post will be £35,750 Per Annum.
Learning and development opportunities:
- Robust employee reward and recognition programme.
- Free and confidential Employee Assistance Programme.
- Volunteering programme.
- 25 days annual leave per annum, plus bank holidays, 3 extra days between Christmas and New Year and 1 wellbeing day per annum.
- 37 hours per week – employees may be able to work flexibly by agreement with their line manager, taking account of business need.
- We operate a hybrid working policy at Delta Housing Ltd.
Income Officer employer: CHP
Contact Detail:
CHP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Income Officer
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with customers and what values they promote. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your communication skills! As an Income Officer, you'll need to engage with a variety of stakeholders. Role-play common scenarios with a friend or family member to build your confidence in addressing sensitive issues and providing advice.
✨Tip Number 3
Prepare some questions to ask during your interview. This shows your interest in the role and helps you understand how you can best support customers. Think about what challenges they face and how you can contribute to their success.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can leave a lasting impression and reiterate your enthusiasm for the position. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Income Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service and income management. We want to see how your skills align with the role of an Income Officer, so don’t hold back on showcasing relevant examples!
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers and stakeholders, it’s crucial to demonstrate your communication prowess. Use clear and concise language in your application, and maybe even mention any specific methods you’ve used to engage with customers effectively.
Highlight Your Problem-Solving Abilities: As an Income Officer, you'll need to tackle complex issues with sensitivity. Share instances where you've successfully resolved conflicts or provided support to vulnerable individuals. This will show us that you can handle the challenges of the role with tact.
Apply Through Our Website: We encourage you to submit your application through our website for a smoother process. It’s the best way for us to receive your details and get you into our system quickly. Plus, you’ll find all the info you need about the role there!
How to prepare for a job interview at CHP
✨Know Your Stuff
Make sure you understand the role of an Income Officer inside out. Familiarise yourself with the responsibilities, especially around managing rent accounts and providing customer support. Brush up on relevant legislation and best practices in income management to show you’re ready to hit the ground running.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully supported customers, particularly vulnerable ones. Highlight how you’ve used your communication skills to resolve issues and provide practical advice. This will demonstrate your commitment to delivering excellent customer service.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like dealing with a customer who is struggling with arrears. Think about how you would approach these scenarios, focusing on empathy, problem-solving, and the steps you’d take to help the customer manage their situation effectively.
✨Demonstrate Your Organisational Skills
Since the role involves managing a caseload, be prepared to discuss how you prioritise tasks and meet deadlines. Share specific strategies you use to stay organised and ensure that you can provide timely support to customers while managing your workload efficiently.