Leaseholder Accounts Advisor - Riverside Group : Job Details

Job Title: Income OfficerContract Type: PermanentSalary: £28,000 per annum (£32,000 is achieved after 12 months successful performance in the role)Working Hours: Full time 35 hours per weekWorking Pattern: Monday to Friday/HybridLocation: LondonIf 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.The difference you will make as an Income OfficerYou will be reporting to the Income Manager (HCS, Homeowners and Market Rent) to maximize income collection of rent and service charges owed by customers Focus on early intervention to minimize legal action against our customers through signposting and support with welfare benefits and debt. About youWe are looking for someone with

• Experience and/or skills to meet the requirements of the role, including welfare benefits and debt support and/or signposting
• Excellent communication and negotiating skills.
• Attention to detail, accuracy and excellent organisational skills
• Good IT skills generally and specifically in relation to Outlook and Excel

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. Applications may close before the deadline, so please apply early to avoid disappointment.Role Profile

• Responsible for the collection of housing-related debt (current and former) as directed by the  Income Manager (HCS, Homeowners and Market Rent) in line with all internal policies, procedures and process maps and legislation
• •Focus on early intervention to minimize legal action against our customers through signposting and support with welfare benefits and debt.
•  Take firm but fair action on any customer who falls into arrears, including any legal procedures and appearances in Court to obtain possession of the property where necessary.
•  Manage and monitor its customer accounts, to take action where necessary (including home visits and surgeries in schemes) and retain a central record of all communications with the customer.
•    Pro-actively build excellent relationships with residents, customers and any internal or external stakeholders to ensure income is maximised.
•  Meet all targets set and any relevant corporate objectives.
•  Provide a customer service that deals with any queries promptly, clearly and accurately in a knowledgeable and professional way that resolves disputes and contributes positively to the customer experience.
•  Ensure a collaborative approach between our Welfare Benefit Team, Employment and Partnership Team, Housing Operations Teams and external stakeholders to maximise our income.

Person specificationKnowledge, Skills and ExperienceEssential

• Be able to demonstrate experience and/or skills to meet the requirements of the role, including welfare benefits and debt support and/or signposting.
• Excellent communication and negotiating skills.
• Demonstrate attention to detail, accuracy and excellent organisational skills. 
• Good IT skills generally and specifically in relation to Outlook and Excel.
• Experience of working in a team to achieve high performance targets.
• Able to build effective links with all relevant stakeholders both within One Housing and externally.
• Commitment to delivering exemplary customer service.

Desirable

• A good working knowledge of legislation around tenancy management. 
• General understanding of service charges and rents calculations. 
•   Good welfare benefits knowledge.
•   Demonstrable experience in issuing Court proceedings and advocacy
•  Professional qualification in income collection or debt collection.