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- Tasks: Engage with tenants to manage rent arrears and negotiate repayment plans.
- Company: Join a supportive team dedicated to providing affordable housing.
- Benefits: Professional environment with impactful work and career growth opportunities.
- Why this job: Make a real difference in people's lives by helping them maintain their homes.
- Qualifications: Customer service experience, knowledge of welfare benefits, and strong communication skills.
- Other info: Mandatory cover letter required; we support diverse applicants.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a dedicated and empathetic individual to join our team as a Dialler Income Officer. This role is a vital first point of contact for tenants, focusing on early intervention and the proactive management of rent arrears through our outbound dialler technology and inbound telephony.
The Role
As part of a supportive and high-performing team, you will balance the need for effective income collection with a commitment to tenancy sustainability. Your primary focus will be negotiating affordable repayment agreements that reflect the individual circumstances of our tenants.
Key Responsibilities
- Engaging with tenants via telephone and SMS to discuss rent accounts and negotiate sustainable repayment plans.
- Utilising outbound technology to meet income collection targets and promoting Direct Debit as the preferred payment method.
- Providing basic debt and benefit advice, including guidance on Welfare Reform, and referring tenants to specialist internal or external money advice services.
- Maintaining precise records on our Northgate system and handling correspondence related to Housing Benefit and Universal Credit.
- Managing challenging conversations with a calm, solution-oriented approach to ensure high levels of tenant satisfaction.
Why Join Us?
By managing low-level debt effectively, you enable us to continue investing in our properties and providing more people with a safe, affordable place to call home. We offer a professional environment where your contribution directly impacts our ability to improve services for our tenants.
Our Ideal Candidate
You are a customer-focused professional who understands the importance of providing an efficient service while maintaining empathy. You should possess:
- A background in customer relations within a debt recovery, rent collection, or social housing environment.
- Experience and knowledge of the welfare benefits system with the ability to negotiate effectively and explain complex information clearly and confidently.
- Experience of using MS Office and bespoke in-house databases; experience with dialler technology is an advantage.
Please note we require a mandatory cover letter for this role. This should detail your experience or knowledge of Social Housing, including your knowledge of Housing Management, the welfare system, and being tenant-focused. We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
Dialler Income Officer (Fixed-Term Contract) in Birmingham employer: Midland Heart
Contact Detail:
Midland Heart Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Dialler Income Officer (Fixed-Term Contract) in Birmingham
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. This will help you feel more confident and articulate when discussing your experience and how it relates to the Dialler Income Officer role.
✨Tip Number 3
Be ready to showcase your empathy and problem-solving skills during the interview. Think of examples from your past experiences where you've successfully managed challenging conversations or helped someone in need.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your appreciation and keeping you fresh in their minds. Plus, it’s a great opportunity to reiterate your enthusiasm for the role!
We think you need these skills to ace Dialler Income Officer (Fixed-Term Contract) in Birmingham
Some tips for your application 🫡
Tailor Your Cover Letter: Make sure your cover letter speaks directly to the role of Dialler Income Officer. Highlight your experience in social housing and debt recovery, and show us how you can bring empathy and understanding to tenant interactions.
Showcase Your Skills: Don’t just list your skills; give us examples! If you've negotiated repayment plans or provided advice on welfare benefits, share those stories. We want to see how your background aligns with our mission.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point while still showcasing your personality.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Midland Heart
✨Know Your Stuff
Make sure you brush up on your knowledge of the welfare benefits system and social housing. Be ready to discuss how you can apply this knowledge in real-life scenarios, especially when negotiating repayment plans.
✨Show Empathy
As a Dialler Income Officer, empathy is key. Prepare examples of how you've handled challenging conversations in the past, focusing on your ability to remain calm and solution-oriented while ensuring tenant satisfaction.
✨Familiarise with Technology
Get comfortable with dialler technology and any relevant databases. If you have experience using similar systems, be sure to mention it. This will show that you're ready to hit the ground running.
✨Craft Your Cover Letter
Don't underestimate the power of a strong cover letter! Use it to highlight your experience in customer relations and your understanding of the housing management landscape. Tailor it to reflect your tenant-focused approach and why you’re a great fit for the role.