Income Management Officer

Job Title: Income Management Officer Contract Type: PermanentSalary: £29,918.33 per annum (£32,903.27 per annum is achieved after 12 months successful performance in role)Working Hours: 35 hours per weekWorking Pattern: Monday – Friday between 8am-6pmLocation: Carlise/Leicester If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.The difference you will make as an Income Management Officer You will maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs, garages and court costs by carrying out collection and arrears prevention activity. Acting as case owners ensuring the most appropriate prevention and collection strategies are applied with the aim of preventing homelessness and sustaining tenancies. Managing inbound and outbound telephone calls as well as other customer contact, agreeing and monitoring payment plans and collecting payments; providing advice, support and guidance to customers and colleagues as appropriate on the debt collection and arrears prevention processes which includes legal action.About youWe are looking for someone who is customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base and has experience of working in a housing environment. Why Riverside?At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.Working with us, you’ll enjoy:•             Competitive pay & generous pension •             28 days holidays plus bank holidays •             Flexible working options available•             Investment in your learning, personal development and technology•             A wide range of benefitsDiversity and Inclusion at Riverside: We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to avoid disappointmentRole Profile

• Support the delivery of the total debt management strategy through prevention, early intervention and effective arrears recovery strategies. Ensure prompt and effective outcomes in in accordance with policy and procedure to apply the right intervention at the right time, working in collaboration with Early Intervention Officers, Housing Services and Tenancy Sustainment Services. 
• Proactively manage customer contact including inbound and outbound calls, text messages and other digital channels to carry out effective debt collection and arrears prevention activity.
• Proactively manage customer accounts and use early intervention methods to minimise legal cases. Take an active role in case reviews to ensure all avenues are covered to prevent evictions. 
• Ownership and management of legal stage cases. Ensure high quality court documentation and preparation, working in partnership with Housing Officers to achieve the desired outcome and prevent homelessness where possible.  Risk assess all legal actions.
• Responsible for achievement of income performance targets; specifically relating to rent arrears recovery and other debts whilst working to sustain tenancies 
• Use digital channels of communication as appropriate, including the workflow management system, to escalate decisions and direct tasks to progress debt collection, tenancy sustainment and arrears prevention cases.
• Use data analysis, customer segmentation and profiling tools to identify likely payment patterns and target your contacts accordingly 
• Work in partnership with Housing teams to review total debt performance of Housing patches and agree the most appropriate action for customers where arrears are escalating. 
• Provide supportive and meaningful advice to customers around welfare reforms and Universal Credit. Signposting where appropriate, to ensure customer understand debt collection requirements, consequences of non-compliance and additional support available from third parties.Carry out financial account activity, including taking payments, reviewing customer’s income and expenditure to set affordable payment plans to ensure effective debt collection in line with…