Income & Admin Officer in Kent

The difference you will make as an Income and Administration Officer:

• Work collaboratively as part of a committed team to provide income management advice, guidance and support to customers and colleagues.
• The focus of this role is to support customers to sustain their tenancies, maximise the organisation’s rental income and deliver income administration across a defined number of properties.

About you:

• Experience of working with vulnerable and diverse customer groups and individuals with complex needs.
• Experience of working in a customer‑facing environment.
• Excellent communication skills, with the ability to provide advice and support and to empathise with customers facing a range of issues.
• Be a team player, flexible with a resilient, can‑do attitude.
• Be confident and consistent, with the confidence to make decisions for effective rent arrears management.
• Competent level of literacy, numeracy, administrative and IT systems skills (to produce reports and other communications).

Why Riverside?

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

Diversity and Inclusion at Riverside:

We are inclusive and value diversity in all its forms, fostering a workplace where everyone is respected, empowered and heard. Riverside is a Disability Confident Employer and offers a Guaranteed Interview Scheme for applicants who declare a disability.

Role Profile:

• Ensure customers understand their responsibilities regarding rent and service charges and how they maintain their tenure.
• Support colleagues by proactively engaging customers, providing advice, guidance and co‑producing plans as part of responsive rent arrears management.
• Manage the income management process by co‑producing bespoke payment plans tailored to individual circumstances.
• Provide guidance to customers to ensure financial inclusion, sign‑posting to resources for benefit claims, debt issues and money management.
• Make referrals to the Riverside Income Maximisation Team for complex cases.
• Provide up‑to‑date advice on tenancy sustainment to colleagues.
• Initiate discussions with relevant parties on complex arrears cases to present management facts.
• Support colleagues in eviction processes where required.
• Advise customers on efficient payment setups.

Provide Administrative Support By:

• Administer petty cash for required services.
• Assist with monitoring income and expenditure.
• Generate and communicate rent statements to customers and colleagues.
• Maintain and update tenancy information, rent accounts and financial data on digital platforms.
• Collate and submit information, including funding and performance returns.
• Produce reports and other documentation to support income management delivery.

Other Duties:

• Work normal office hours, with flexibility to meet customer and business needs.
• Travel to different properties within the defined area as required.
• Use the Lone Worker system when necessary.
• Ensure customers are safe at all times, following Riverside policies on health & safety, safeguarding, dignity at work, GDPR, cash handling, and more.
• Deliver your role in line with Riverside company values – “Our Riverside Way”.
• Participate in team meetings, regular supervision and reflective practice sessions.
• Undertake regular training and take responsibility for continuous development.
• May be required to undertake additional duties and responsibilities in consultation with your line manager.

Additional Information:

• The Group has offices across the UK, and you may be required to travel to other locations to perform this role.
• The role will be exposed to sensitive information, requiring maintaining confidentiality at all times.
• Work flexibly during the hours of operation as required.
• Commit to equal opportunities and promote non‑discriminatory practices in all work undertaken.

Person Specification:

• Experience of working with vulnerable and diverse customer groups with complex needs.
• Experience in a customer‑facing environment.
• Excellent communication skills, able to give advice and support with empathy.
• Be a team player, flexible, resilient, with a can‑do attitude.
• Be confident and consistent, capable of making decisions for effective rent arrears management.
• Competent literacy, numeracy, administrative and IT systems skills.

• Knowledge of current benefit systems.
• Experience in care and support services.
• Ability to plan, prioritise and organise tasks to achieve results.
• Knowledge of debt management.