Processing Officer in 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.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Processing Officer

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

About you

• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet 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.
• The 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
• 25 days holidays plus bank holidays
• 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.

Role Profile

Housing Service Support

• Support and administer housing processes for appropriate properties across a national remit including allocations and lettings, complaints and income collection.
• Working in partnership with Portfolio Officers, Processing Officers will undertake phone based transactional income collection and maximisation activities which includes supporting customers with benefit claims, signposting for advice and coordinating home visits for arrears pursuance processes.
• Provide clear, supportive and accurate housing advice to customers and colleagues on policies and procedures, including signposting where appropriate and managing expectations when required.
• Produce accurate and professional customer correspondence including detailing outcomes of decisions, impending visits to customers by local colleagues and appropriate sign-up documentation for new lettings.

Account Management Support

• Support and administer account management for appropriate properties including the national register of leases and agreements.
• Liaise with internal and external stakeholders as appropriate to support relevant processes.

General Service Delivery Support

• Deliver a high quality service in line with key performance indicators, service level agreements and standards. Work closely with the Income Collection and Housing Services Processing team to share best practice.
• Provide administrative support across the Managed Agents function, including maintaining records, liaising with external agencies regarding customer debt, dealing with correspondence across a range of customers, 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. Ensure effective setup of Managed Agents on systems and data integrity.

Budgets

• 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.
• Work collaboratively with third parties to effectively obtain Managed Agent service charges for budgets in a timely concessive manner ensuring accurate details are recorded and shared with key stakeholders.

Escalation

• Escalate issues and complaints as appropriate and act as an advocate for customers, both internally and externally where appropriate to ensure their expectations are maintained and they are receiving the appropriate levels of service.

General

• Use digital channels of communication as appropriate, including the workflow management system, to resolve queries, escalate decisions, direct tasks and progress cases in accordance with policies and procedures.
• Create and maintain system records, including amending customer details when appropriate, to ensure accurate data and case details are held.
• Monitor and maintain the integrity and quality of data input, call recording, case management and storage of documents, resolving and communicating any data quality improvements to achieve compliance standards.

Service Improvement

• Conduct cyclical and ad hoc analysis and reporting of service delivery, performance standards, and compliance, providing recommendations and plans to the Income and Processing Manager and key stakeholders, to improve and build on any trends, issues or development areas.
• 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.

Reporting

• Support reporting to governance bodies on the performance and cost effectiveness of the service. Collate relevant data to identify performance against targets and key performance indicators, escalating findings and recommendations.

Additional Information

• In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation.
• The role will be exposed to sensitive information, therefore the role holder is expected to maintain levels of confidentiality at all times.
• This role is subject to satisfactory disclosure.
• The role holder is expected to be committed to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.

Person Specification

Knowledge, Skills and Experience

• Customer focused with excellent communication skills, both verbal and written, showing the ability to meet 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.
• The ability to remain calm in a pressurised environment.
• Proven track record of delivering a high quality customer care service.
• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
• Proficient in the use of Microsoft Office.
• Excellent team player who can 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.