Income Officer

Sanctuary Housing; City Of London; On-site; GBP 37,000 - 40,000; Full time

Job summary

A non-profit housing association in the City of London seeks an experienced Income Officer to manage revenue accounts and deliver excellent customer service. Candidates should have experience in housing management and hold a valid driving licence. The role offers a salary of £37,951, rising to £39,948 after 12 months, along with generous benefits including annual leave and a pension scheme.

Benefits

25 days annual leave plus public holidays

Pension scheme with employer contributions

Life Assurance

Employee Advice Service including counselling

Cycle to Work scheme

Voluntary health plans

Employee discounts

Wellbeing support and tools

Employee recognition scheme

Employee Networks supporting inclusion

Qualifications

• Proven experience analysing and diagnosing problems and implementing effective solutions.

Responsibilities

• Ensuring that all revenue accounts are effectively managed.
• Supporting the day to day delivery of excellent customer service functions.
• Ensuring the provision of an effective income advisory service.
• Meeting all legislative and regulatory requirements for income management activities.
• Developing and maintaining relationships with key stakeholders.
• Proactively managing all complaints for service area.
• Updating and maintaining all manual and computerised records.

Skills

Literacy and numeracy equivalent to passes in GCSE English and Maths

NVQ3 in relevant area (e.g. business administration, customer service)

Proven experience of administration relating to customer service and complaints

Proven experience analysing and diagnosing problems

Proven knowledge of housing management / debt collection

Ability to work independently in community

Full valid driving licence

Job description

The role of Income Officer - Local Operations

• Ensuring that all revenue accounts are effectively managed ensuring that complex cases are resolved and supported, particularly where this is required locally either at court or in the local community
• Supporting the day to day delivery of excellent customer service functions within income services by engaging with customers in the local community, ensuring barriers to rent payment are addressed and revenue streams are maximised
• Ensuring the provision of an effective income advisory service in line with the prescribed policies and practices focussing on income maximisation, welfare advice and effective support to residents such as signposting residents to other support where appropriate
• Meeting all legislative and regulatory requirements for income management activities through the provision of robust escalation
• Developing, building and maintaining relationships with key stakeholders, residents, staff and external agencies including income and letting teams, identifying any shortfalls in service delivery and ensuring these are acted upon
• Proactively managing all complaints for service area in line with policy, focussing on first contact resolution and the identification of future learning opportunities
• Updating and maintaining all manual and computerised records, and producing quality statistical information on key indicators (such as satisfaction levels, accuracy and response times)

Skills and experiences

• Literacy and numeracy equivalent to passes in GCSE English and Maths
• NVQ3 in relevant area (e.g. business administration, customer service)
• Proven experience of administration relating to customer service and complaints
• Proven experience analysing and diagnosing problems and implementing effective solutions
• Proven knowledge of housing management / debt collection and related issues
• Ability to work independently in community
• Travel is a requirement of the role, therefore a full valid driving licence is essential

Why work for us?

We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

Our Benefits

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is ££37,951 (rising to £39,948 after 12 months, subject to satisfactory performance)

(if the link is unavailable please visit the Sanctuary careers website)