Income Officer

Overview

Manage rent and service charge arrears, support customers and set up repayment plans.

Key Responsibilities

• account review
• customer contact
• debt support
• benefit advice
• case management
• repayment planning

Tasks

You’ll review both rent and service charge accounts contacting customers either by telephone or digital platforms to identify why they have not paid their charges and offer them appropriate support and advice to enable them to do so. You’ll ask questions to -find underlying issues and make our customers feel supported, all whilst ensuring they are clear on what action they need to take to find solutions to their debt issues. You’ll need to be highly resilient and able to handle challenging and sensitive conversations. You’ll manage a caseload and offer basic benefit advice, discuss repayment options and make affordable, sustainable arrangements. This is a home-based role and you won’t be required to visit our customers in their homes. You’ll be required to travel to a central location a few times a year to attend meetings.

Requirements

• collections
• social housing
• housing benefit
• universal credit
• self‑motivated

What You Bring

We’d ideally like someone who has experience of collections in a social housing environment, which would mean you’d have a good understanding of the benefits system including Housing Benefit and Universal Credit. We’re still keen to hear from you if you are self-motivated with a desire to perform to the best you can be, have a customer experience mindset and thrive on providing an exceptional service to customers. You’ll be well organised bring good communication and numerical skills.

People Also Searched For

Benefits

We’ll provide you will full training and support when you join us. 1st stage: a role play exercise with an Income Team Leader Here at Stonewater, an exciting opportunity has arisen for an Income Officer to join us and provide our customers, across all tenures to include social rented and homeowners, with the right support to manage their rent and service charge payments. We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.

About Stonewater

-Committed to providing affordable and high-quality homes nationwide. -Supports communities through essential housing solutions with a large portfolio of homes. -Operates across diverse regions, offering both new-build homes and property refurbishments. -Focuses on creating sustainable and vibrant communities, prioritizing resident well-being and long-term development. -Known for adopting an innovative approach to address housing shortages. -Manages projects ranging from small-scale residential developments to large-scale urban regeneration efforts. -Aims to make a lasting impact on communities beyond just providing housing. -Collaborates with local authorities, private organizations, and charities for a comprehensive housing approach.

Sector Specialisms

Interview Process

-1st stage: role play exercise with an income team leader -2nd stage: values & competency-based interview via ms teams