Processing Officer in Leicester

Contract Type: Permanent

Salary: £28,031.56 per annum

Working Hours: 37.5 hours per week

Working Pattern: Monday to Friday – Hybrid

Location: 49 Western Boulevard, Leicester

The Difference You Will Make

As a Processing Officer you will carry out income and processing administrative duties, dealing with a range of customer‑focused transactional requirements to support the delivery of the managed agent’s portfolio.

Key Responsibilities

• Support and administer housing processes for appropriate properties across a national remit including allocations and lettings, complaints and income collection.
• Undertake phone‑based transactional income collection and maximisation activities, supporting customers with benefit claims, signposting for advice, and coordinating home visits for arrears pursuit processes.
• Provide clear, supportive and accurate housing advice to customers and colleagues on policies and procedures, signing‑posting where appropriate and managing expectations when required.
• Produce accurate and professional customer correspondence detailing outcomes of decisions, impending visits and appropriate sign‑up documentation for new lettings.
• Support and administer account management for appropriate properties including the national register of leases and agreements.
• Liaise with internal and external stakeholders to support relevant processes.
• Deliver a high quality service in line with key performance indicators, service level agreements and standards.
• Provide administrative support across the Managed Agents function, including maintaining records, liaising with external agencies regarding customer debt, arranging support and escalation in accordance with approved policy and procedures.
• Undertake income, administrative and processing activities relating to the on‑boarding and exit of Managed Agents to the Managed Agent Portfolio, ensuring effective setup and data integrity.
• Work collaboratively with the Income Processing Manager and Portfolio Officers to provide administrative support to budget spending, ordering and recording of delivery of service charge items.
• Escalate issues and complaints appropriately, acting as an advocate for customers and ensuring their expectations are maintained.
• Use digital communication channels, including the workflow management system, to resolve queries, raise decisions, direct tasks and progress cases in accordance with policies and procedures.
• Create and maintain system records, including amending customer details, to ensure accurate data and case details are held.
• Monitor and maintain data quality, call recording, case management and document storage, resolving and communicating improvements to meet compliance standards.
• Conduct cyclical and ad‑hoc analysis and reporting of service delivery, performance standards and compliance, providing recommendations to improve and build on trends, issues or development areas.
• Contribute to the continuous improvement of processes and procedures.
• Respond flexibly to changes in work priorities and undertake other duties to support the effective operation of the service.
• Support reporting to governance bodies on performance and cost effectiveness of the service, collating data to identify performance against targets and key performance indicators, and escalating findings and recommendations.

Person Specification

• Customer focused with excellent communication skills, both verbal and written, meeting the needs of a varied customer base.
• Ability to show initiative and propose solutions to issues identified.
• Results focused with the ability to take ownership of tasks.
• Remain calm in a pressurised environment.
• Proven track record of delivering a high quality customer care service.
• Excellent attention to detail, working under pressure, delivering to strict deadlines and managing conflicting priorities.
• Proficient in the use of Microsoft Office.
• Excellent team player able to work flexibly to meet business requirements.
• Experience of using databases for managing complex data sets.

Desirable

• Experience of working in a housing environment.
• Experience of using workflow systems.

Additional Information

• Required to work flexibly during the hours of operation.
• Role will be exposed to sensitive information; confidentiality must be maintained at all times.
• Role subject to satisfactory disclosure.
• Commitment to equal opportunities and promotion of non‑discriminatory practices.

Diversity and Inclusion

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.

Benefits

• Competitive pay and generous pension.
• 25 days holiday plus bank holidays.
• Investment in learning, personal development and technology.
• Wide range of benefits.

About Riverside

Riverside is a housing association enhancing everyday life for customers. For 90 years we have been revitalising neighbourhoods and supporting communities by providing homes they need to live full, fulfilling and rewarding lives. Our portfolio includes over 75,000 affordable residential and retirement homes across the UK, covering homelessness services, social care, employment support and retirement living.