Early Intervention Officer

Contract Type: Permanent

Salary: £27,017.04 (£29,687.93 is achieved after 12 months successful performance in the role)

Working Hours: 35 hours per week

Working Pattern: Monday to Friday 8am to 6pm

Location: Irvine or Carlisle Cumbria

Role Summary: Support the Income Collection function to maximise and sustain rental income and other debts, including former tenant arrears, rechargeable repairs and garage arrears. Carry out early intervention and prevention activity such as providing advice around claiming Universal Credit, processing UC claims in the DWP portal, encouraging rent in advance, setting up digital payment methods and managing Income collection administration such as preparation of court packs. Prevent arrears from escalating by managing campaigns, proactive contact with customers in arrears and payment arrangements.

Responsibilities:

• Manage a caseload of low level arrears using early intervention and prevention methods to minimise escalation, applying the right intervention at the right time while working with Income Officers, Housing Services and Tenancy Sustainment Services.
• Manage other low level sundry debts caseloads (garages, recharges, court costs, etc.).
• Deliver proactive customer contact via multiple channels (telephone, letter, e‑mail, text).
• Discuss cancelled/expired payment arrangements and make affordable agreements taking into account customer income and expenditure.
• Promote digital payment methods including direct debits and recurring card payments.
• Advise on claiming benefits and grants to support residents’ rent payments.
• Monitor timely receipt of payments for new tenancies and provide early contact to discuss payment options, identifying customer or tenancy support needs and refer where appropriate.
• Support income collection targets and campaigns (direct debit promotion, static arrears campaigns, rent in advance, text and e‑mail campaigns).
• Carry out account administration including balance transfers, tenant refunds, and write‑offs in accordance with legislation and Riverside procedures.
• Contribute to continuous improvement of processes and procedures.
• Adapt to changing work priorities and undertake other duties as required to support effective service operation.
• Ensure data protection, health and safety and other statutory requirements are met in accordance with Riverside policy and procedures.

Qualifications:

Essential:

• Customer focused with excellent communication skills, both verbal and written.
• Effective negotiation skills, managing business and customer requirements to a mutually agreeable solution.
• Proven track record of problem solving.
• Ability to remain calm in a pressurised environment.
• Excellent attention to detail, ability to work under pressure, meet strict deadlines and manage conflicting priorities.
• Excellent team player who can work flexibly to meet business requirements.

Desirable:

• Experience of working in a housing environment.
• Experience in a debt collection call centre.
• Knowledge of Universal Credit.

Benefits:

• Competitive pay and generous pension.
• 28 days holidays plus bank holidays.
• Flexible working options available.
• Investment in your learning, personal development and technology.
• A wide range of benefits.

Diversity and Inclusion: We are inclusive. Riverside values diversity in all its forms and fosters a workplace where all individuals are respected, empowered and heard. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares a disability. If the applicant meets the minimum requirements for the role, they will be guaranteed an interview.