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- Tasks: Manage customer caseloads and support them in recovering outstanding rent.
- Company: Join Housing Group, a leading social landlord making a difference.
- Benefits: Enjoy home working, competitive salary, and great health perks.
- Why this job: Make a real impact by helping customers navigate financial challenges.
- Qualifications: Experience in collections and strong communication skills required.
- Other info: Flexible work-life balance with excellent career growth opportunities.
The predicted salary is between 28800 - 42000 £ per year.
This is an exciting opportunity for a customer focussed individual to join our income collection team. We are looking for an individual who is resilient, well organised and able to handle both challenging and sensitive conversations with customers. This homebased role offers more work-life balance, with no travelling to customers' homes or court hearings. It is well suited for someone who enjoys a fast-paced collections environment, is target driven, and values work-life balance.
You will be homebased within a 25 mile radius of Warrington, and within reasonable travelling distance of our Head Office in Birchwood, Warrington, to attend meetings and training courses. During induction you will visit Head Office frequently; once complete, you will typically visit roughly twice a month for team days.
Responsibilities:
- Manage a caseload of customers and be designated a patch of properties for which you are responsible for collecting rent and/or charges.
- Make calls and take action to recover outstanding rent, supporting customers with sustainable payment arrangements and benefit claims.
- Handle inbound and outgoing calls, manage referrals to internal and external agencies, and ensure customers receive the support they need.
- Identify reasons for arrears and discuss repayment options; determine when to progress cases to legal action after all other avenues are exhausted.
- Offer basic benefit advice and work closely with specialist money advice, tenancy support and housing management teams to achieve the best outcomes for customers and YHG.
Qualifications and experience:
- Strong experience of collections.
- Excellent communication skills, including the ability to ask probing questions to identify the root cause of financial issues.
- Experience dealing with complex customer situations, including vulnerabilities (temporary or longer-term).
- Good working understanding of the benefits system (Housing Benefit, Universal Credit).
- Ability to manage a varied caseload in a fast-paced environment.
- Excellent customer care skills; well organised, self-motivated and a problem solver.
- Strong communication and interpersonal skills; ability to understand customers and their circumstances and work with them to find debt solutions.
About Housing Group and benefits:
Housing Group is a registered social landlord supporting people at every stage of life to live in quality homes they can afford. We own and manage 29,000 properties and build over 1,000 new homes each year. We offer a home working culture, a collaboration space in Birchwood, Warrington, and a benefits package including a contributory pension (matched up to 8%), an advanced healthcare plan, 24/7 GP access, health and wellbeing benefits, and a discount scheme for cinema, gym memberships and other discounts. The role offers a 35 hour week with 25 days of annual leave plus Bank Holidays.
Income Officer in England employer: Housing Group
Contact Detail:
Housing Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Income Officer in England
✨Tip Number 1
Get to know the company! Research Housing Group and understand their values and mission. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since the role involves handling sensitive conversations, role-play with a friend or family member to get comfortable discussing financial issues and repayment options. The more you practice, the more confident you'll feel!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Apply through our website! We want to see your application directly, so make sure you submit it through our platform. This way, we can keep track of your application and ensure it gets the attention it deserves.
We think you need these skills to ace Income Officer in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in collections and customer service. We want to see how your skills match the role of Income Officer, so don’t hold back on showcasing your strengths!
Showcase Your Communication Skills: Since this role involves handling sensitive conversations, it’s crucial to demonstrate your excellent communication skills. Use examples from your past experiences where you’ve successfully navigated challenging discussions with customers.
Highlight Your Problem-Solving Abilities: We’re looking for someone who can manage a varied caseload and find solutions for customers in financial distress. Share specific instances where you’ve identified issues and implemented effective solutions to help customers.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at Housing Group
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of the benefits system, especially Housing Benefit and Universal Credit. Being able to discuss these topics confidently will show that you're well-prepared and understand the complexities of the role.
✨Showcase Your Communication Skills
Since this role involves handling sensitive conversations, practice how you would approach difficult discussions. Think about examples from your past experiences where you've successfully navigated challenging customer interactions, and be ready to share them during the interview.
✨Demonstrate Resilience and Organisation
Prepare to talk about how you manage a varied caseload in a fast-paced environment. Share specific strategies you use to stay organised and resilient, especially when dealing with complex customer situations or financial issues.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the support available for new employees, or how success is measured in the income collection team. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
