At a Glance
- Tasks: Manage rent accounts, support customers, and reduce arrears while working in a hybrid environment.
- Company: Join a supportive team focused on customer care and financial inclusion.
- Benefits: Generous leave, flexible working, health coverage, and professional development opportunities.
- Other info: Enjoy a collaborative culture with excellent career growth and well-being support.
- Why this job: Make a real difference in people's lives while developing your skills in a dynamic role.
- Qualifications: Experience in income management or customer-facing roles with strong communication skills.
The predicted salary is between 34064 - 34064 £ per year.
Do you have excellent communication skills, strong negotiation abilities, and a passion for supporting customers to sustain their tenancies? We’re looking for an Income Officer to join our team and play a vital role in managing rent accounts while working closely with customers to prevent and reduce rent arrears. This role is offered on a full-time basis, working 37 hours per week on a 12-month fixed-term contract. This position operates on a hybrid working arrangement, with office attendance required on Mondays and Wednesdays at our St Helens office and the remainder of the week working from home.
What you’ll be doing:
- Manage a designated patch of rent accounts, ensuring rental income is collected effectively and arrears are minimised.
- Monitor accounts proactively, identifying arrears early and taking appropriate action in line with policies and procedures.
- Work directly with customers to agree sustainable repayment plans and provide support to help maintain tenancies.
- Provide guidance on welfare benefits, Universal Credit, and financial support options, signposting customers to specialist services where appropriate.
- Take appropriate action in line with the arrears recovery process, including preparing cases for legal action when necessary.
- Maintain accurate records and case notes using housing management systems to ensure clear audit trails.
- Work collaboratively with internal teams and external partners, including support services and local authorities, to support customers and maximise income recovery.
- Contribute to achieving rent collection and arrears reduction targets.
- Promote early intervention and financial inclusion, supporting customers to manage their finances and avoid escalation of debt.
- Ensure all work is carried out in line with relevant legislation, organisational policies, and best practice.
What we’re looking for:
- Experience working in income management, housing, debt recovery, or a similar customer-facing role.
- Knowledge of rent arrears management and income recovery processes, ideally within social housing.
- Understanding of welfare benefits, Universal Credit, and financial inclusion support.
- Strong communication and negotiation skills with the ability to build positive relationships with customers while managing challenging situations.
- Ability to manage a busy caseload, prioritising work effectively to meet deadlines and performance targets.
- Experience maintaining accurate records and case management systems.
- A customer-focused and empathetic approach, with the ability to support vulnerable customers.
- Good organisational and problem-solving skills.
- A commitment to health and safety, equality, and excellent customer service.
- Full UK driving licence and willingness to travel as required.
Interview Process:
Candidates will be invited to attend an interview, which will include a competency-based discussion exploring relevant experience, knowledge, and skills required for the role.
Hours: 37 hours per week
Salary: £34,064 (pending pay award)
Benefits:
- Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
- Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
- Financial Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.
- Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
- Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
- Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
- Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
- Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
- Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.
Income Officer - 12 Month Contract in St Helens employer: Hmsworks
Join our dynamic team as an Income Officer in St Helens, where we prioritise a supportive work culture and employee well-being. With generous annual leave, flexible working arrangements, and a commitment to continuous learning, we empower our staff to thrive both personally and professionally. Our focus on community engagement and financial flexibility makes us an exceptional employer for those passionate about making a difference in the lives of our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Income Officer - 12 Month Contract in St Helens
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hmsworks. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hmsworks before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Income Officer - 12 Month Contract in St Helens
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hmsworks:Your cover letter is your chance to shine! Tell us why you want to work at Hmsworks specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hmsworks!
How to prepare for a job interview at Hmsworks
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
