Rent Income & Tenancy Support Officer

Riverside-12e5e24d; Sittingbourne; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Competitive pay

25 days holidays

Investment in learning

Wide range of benefits

Job summary

Riverside is hiring an Income and Administration Officer to manage rent income, arrears and administration across properties. You will work with colleagues using PIE and trauma-informed approaches to support tenants and maximise income.

The role requires experience with vulnerable customers, strong communication and IT skills, and the ability to produce clear reports and communications. Normal office hours with some travel within the UK are expected.

Qualifications

• Experience of working with vulnerable and diverse customer groups and individuals with complex needs.
• Experience of working in a customer-facing environment.
• Excellent communication skills, with the ability to provide advice, support with the ability to empathise with customers who are facing a range of issues.
• Be confident and consistent and have confidence to make decisions to deal with effective rent arrears management.
• Competent level of literacy, numeracy, administrational and IT Systems skills (to be able to produce reports and other communications).

Responsibilities

• Take responsibility for arrears management, rent collection and maximising income, working in partnership with colleagues using psychologically informed environments (PIE) and trauma informed care principles to: Ensure customers have a clear understanding of their responsibilities regarding the payment of rent and service charges and their impact on maintaining their tenure.
• Support colleagues by proactively engaging customers providing advice, guidance and co-produce plans as part of the responsive rent arrears management process.
• Manage the income management process, by co-producing a bespoke payment plan, tailored to the individual’s circumstances.
• Provide guidance and advice to customers to ensure they are financially included, sign‑posting to relevant resources relating to benefit claims, debt issues, and money management.
• Make referrals to the Riverside Income Maximisation Team when dealing with complex cases.
• Proactively provide up‑date advice relating to effective tenancy sustainment approaches to colleagues to assist in supporting customers with income management.
• Initiate a discussion with relevant parties on complex arrears cases to present facts about how the arrears will be managed.
• Support colleagues dealing with evictions where required.
• Provide advice to customers around setting up efficient payment options.

Skills

Vulnerable groups

Customer-facing

Communication skills

Decision making

IT literacy

Job description

Riverside is hiring an Income and Administration Officer to manage rent income, arrears and administration across properties. You will work with colleagues using PIE and trauma-informed approaches to support tenants and maximise income.

The role requires experience with vulnerable customers, strong communication and IT skills, and the ability to produce clear reports and communications. Normal office hours with some travel within the UK are expected.