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

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.

The difference you will make as an Early Intervention Officer:

• You will support the Income Collection function to maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs and garage arrears by carrying out early intervention & 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.
• To prevent arrears from escalating by supporting campaigns, managing proactive contact with customers who go into arrears and managing payment arrangements.

About you:

• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
• 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.

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 benefits

Diversity 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 disappointment.

Role Profile:

• Manage a caseload of low level arrears, using early intervention and prevention methods to minimise arrears escalating.
• Ensure prompt and effective outcomes in accordance with policy and procedure, applying the right intervention at the right time, working in collaboration with Income Officers, Housing Services and Tenancy Sustainment Services.
• Manage other low level sundry debts caseloads owed to Riverside which could include garages, recharges, court costs etc.
• Manage proactive customer contact delivered via a variety of digital and traditional methods including telephone, letter, e-mail and text.
• Discuss cancelled/expired payment arrangements making affordable agreement which take into account customer income and expenditure.
• Promote digital payment methods including direct debits and recurring card payments.
• Advise on how to claim benefits and grants which will support residents to make rent payments.
• Monitor the timely receipt of payments for new tenancies and make contact with customers as early as possible to discuss payment options and identify any customer or tenancy support needs, making referrals where appropriate to tenancy sustainment services and other third parties.
• Work in partnership with Income Collection Officers and Housing Services, providing support where required to successfully deliver the right outcomes.
• Carry out account administration including balance transfers, tenant refunds, and write-offs in accordance with legislation and our policies and procedures.
• Support income collection targets and campaigns including, direct debit promotion, static arrears campaigns, rent in advance, text and e-mail campaigns.
• Contribute to the continuous improvement of processes and procedures.
• Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.
• Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures and statutory requirements.
• Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements.

Person specification:

• Knowledge, Skills and Experience
• Essential:
• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
• 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 with the ability to work under pressure, deliver to 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 of working in a debt collection call centre.
• Knowledge of Universal Credit.