Income Officer

Job Description

Income Officer | Liverpool | Temporary contract| £13 per hour including holidayRocasa Consulting is looking for an Income officer to join the Liverpool branch of one of the largest social housing organisations in the UK. The successful candidate will be expected to work 2 days in the office and 3 days from home. They may be asked tobe on site other days for meetings/training (approximately extra 2 days per month). They will be managing rent accounts across Retirement Living and Supported services in LCR region.Details of the role:Length of the contract: starting ASAP till the 19th of April (possibly extended)Location: L25 2NBPay rate: £13per hour PAYE including holidayWorking hours: Mon-Fri 9-17Role ProfileTake 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-to-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.

Provide administrative support by:

• Administrating petty cash for the required services.
• Assisting with the monitoring of income and expenditure.
• Generating and communicating rent statements to customers and colleagues as required.
• Maintaining and updating tenancy information, rent accounts and financial information on the appropriate digital platforms.
• Collating and submitting information, including funding and performance returns.
• Producing reports and other written documentation to support income management delivery as required.
• You will be required to work normal office hours, which may include some flexibility to meet the customer and business needs.
• You will be required to travel to different properties within the defined area as and when required.
• Use the Lone Worker system as and when necessary.
• Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR opportunities, cash handling, etc.
• Deliver your role in line with Riverside company values - "Our Riverside Way".
• Participate in team meetings, attend regular supervisions and reflecting practice sessions.
• Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
• From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager

Person specificationKnowledge, Skills and ExperienceEssential

• 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 a team player, be flexible with a resilient, can-do attitude.
• 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).

Desirable

• Knowledge of current benefit systems.
• Experience of working in care and support services.
• Ability to plan, prioritise, organise tasks to achieve results.
• Knowledge of debt management.

If this sounds interesting, please, get in touch!Income Officer | Liverpool | Temporary contract| £13 per hour including holiday