Income Management Officer

Job Description

CCP has passionately supported candidates with customer contact job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when theyre looking for talented, culturally aligned people to join theirbusiness.Are you a resolution focused debt management professional who thrives to deliver high quality and efficient customer serviceDo you demonstrate an empathetic and considered approach when dealing with escalated customer enquiriesDue to continued growth and demand, CCP has been asked by an established housing association to assist them with appointment of an Income Management Officer to join their ambitious debt recovery team as soon as possible. Within this award-winning contact centre,you will be expected to maximise and sustain rental income and other debts by carrying out collection and arrears prevention activity.You will ensure the most appropriate prevention and collection strategies are in place to avoid homelessness and sustaining tenancies. Through inbound and outbound calls, as an Income Management Officer you will agree and monitor payment plans as well as collectingpayments, while offering guidance to both customers and colleagues on the appropriate debt collection and prevention processes (including legal action).As an Income Management Officer, you will support the delivery of the debt management strategy through prevention, early intervention, and effective arrears recovery methods. You will work with various parties (Early Intervention Officers, Housing Services,Tenancy Sustainment Services) to manage escalated accounts, while taking ownership to reduce legal cases and homelessness where possible. By using data analysis, customer segmentation and profiling tools, you will identify payment patterns to target contactsaccordingly and achieve income performance targets.Income Management Officers work onsite Monday to Friday, between 8am to 3:30pm. The starting salary is £26,500 with the opportunity to increase to £29,500 over the first 12 months based on performance.Essential Experience, Skills, and Knowledge:

• Customer focused and able to demonstrate high levels of customer service via digital and traditional channels.
• Experience working in a housing environment.
• Effective negotiation skills, managing business and customer requirements to reach an agreed solution.
• Track record of effective problem solving.
• Able to work under pressure and remaining calm in pressurised environments.
• Reliable team player who can effectively work in challenging circumstances.
• Able to prioritise workloads and maintain a high attention to detail to strict deadlines.
• Willing and flexible to respond positively to challenges.
• Strong literacy and numeracy skills.
• Previous call centre/contact centre experience, displaying excellent written and verbal communication skills.

Desirable:

• Experience working in debt collection call centre.
• Knowledge of Universal Credit.

Benefits:

• Salary review based on performance.
• 28 days annual leave plus bank holidays, increasing over length of service.
• Pension.
• Life assurance.
• Mental health support and eye care support.
• Family friendly benefitsenhanced maternity, paternity, shared parent leave, adoption, and family friendly hours.
• Special leave.
• Sickness absence benefit.
• Season ticket loan.
• Cycle to work scheme.
• Vouchers, reward cards and cashback offered.
• Free hot drinks.

Apply today if you feel you would be suitable for this role and be considered to work as an Income Management Officer. Contact Tim Campion on or for more details.CCP are proud to support many of the worlds best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.