Early Intervention Officer

Riverside•Carlisle, KY

7d•£27,017 - £29,688•Onsite

About The Position

The Early Intervention Officer supports Riverside’s Income Collection function to maximise and sustain rental income and other debts, including former tenant arrears, rechargeable repairs and garage arrears. The role uses early intervention and prevention activity to minimise arrears and help customers sustain payments. This includes advising customers about claiming Universal Credit and benefits or grants, processing Universal Credit claims in the DWP portal, encouraging rent in advance, promoting digital payment methods and managing income collection administration such as preparing court packs. The postholder manages low-level arrears and sundry debt caseloads, contacts customers through digital and traditional channels, and makes affordable payment arrangements based on customers’ income and expenditure. They monitor payments for new tenancies, identify support needs and make referrals where appropriate. The role also includes account administration, supporting income collection campaigns and targets, working with Income Officers and Housing Services, contributing to process improvements, and meeting data protection and health and safety requirements. This is a fixed-term position for up to 12 months, based at North Reg Hub, Carlisle. It is full-time at 35 hours per week, with a working pattern between 8:00 a.m. and 6:00 p.m., Monday to Friday.

Requirements

Customer-focused, with excellent verbal and written communication skills and the ability to meet the needs of a varied customer base.
Effective negotiation skills and the ability to manage business and customer requirements toward a mutually agreeable solution.
A proven track record of problem solving.
Ability to remain calm in a pressurised environment.
Excellent attention to detail and the ability to work under pressure, meet strict deadlines and manage conflicting priorities.
An excellent team player who can work flexibly to meet business requirements.

Nice To Haves

Experience working in a housing environment.
Experience working in a debt collection call centre.
Knowledge of Universal Credit.

Responsibilities

Manage a caseload of low-level arrears, using early intervention and prevention to prevent escalation and achieve timely outcomes in line with policy and procedure.
Work collaboratively with Income Officers, Housing Services and Tenancy Sustainment Services.
Manage other low-level sundry debt caseloads owed to Riverside, including garages, recharges and court costs.
Contact customers proactively through digital and traditional methods, including telephone, letter, email and text.
Discuss cancelled or expired payment arrangements and agree affordable arrangements that take customers’ income and expenditure into account.
Promote digital payment methods, including direct debits and recurring card payments.
Advise customers about claiming benefits and grants that can support rent payments.
Monitor timely receipt of payments for new tenancies and contact customers early to discuss payment options and identify support needs.
Refer customers to tenancy sustainment services and other third parties where appropriate.
Provide support to Income Collection Officers and Housing Services to achieve appropriate outcomes.
Carry out account administration, including balance transfers, tenant refunds and write-offs, in accordance with legislation and Riverside policies and procedures.
Support income collection targets and campaigns, including direct debit promotion, static arrears campaigns, rent in advance, and text and email campaigns.
Contribute to continuous improvement of processes and procedures.
Respond flexibly to changes in work priorities and undertake other duties as required to support the service.
Meet data protection requirements in accordance with Group policy, procedures and statutory requirements.
Meet health and safety requirements in accordance with Group policy, procedures and statutory requirements.