Early Intervention Officer

Riverside; England; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

28 days holidays

Flexible working

Competitive pension

Job summary

Riverside is seeking an Early Intervention Officer to support the Income Collection function by tackling arrears through early intervention and prevention. You will advise on Universal Credit, encourage digital payments, and set up payment methods while processing related administration at the Carlisle site.

The role requires a customer-focused approach with strong communication, negotiation and problem-solving skills to help residents maintain rent payments and access available benefits.

Qualifications

• Excellent communication skills, both verbal and written.
• Strong negotiation abilities.
• Proven track record of problem solving.

Responsibilities

• Manage a caseload of low level arrears with early intervention.
• Work with Income Officers and Housing Services to achieve outcomes.
• Promote digital payment methods and collect payments.
• Advise residents on benefits and grants to support rent payments.
• Prepare and monitor payment plans and referrals to tenancy services.
• Ensure data protection and health and safety compliance.

Skills

Customer focus

Negotiation skills

Problem solving

Calm under pressure

Attention to detail

Team player

Job description

Job Description

Job Title: Early Intervention Officer

Contract Type: Permanent

Salary: £27017.04 (£29687.92 is achieved after 12 months successful performance in the role)

Working Hours: 35 hours per week, full time

Working Pattern: Between the hours of 8.00am to 6.00pm Monday to Friday

Location: North Reg Hub, Carlisle

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 an Early Intervention Officer

To 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.

About You

We are looking for someone with

• 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.

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.

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. The Riverside Group Limited Registered Office: 2 Estuary Boulevard, Estuary Commerce Park, Liverpool L24 8RF A charitable Registered Society under the Co-operative and Community Benefits Societies Act 2014 Page 1 of 2
• 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

Essential

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.
• 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.