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 focuses on early intervention and prevention, including advising customers about Universal Credit claims, processing claims through 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, maintains proactive customer contact through digital and traditional channels, and works with customers to agree affordable payment arrangements. They advise residents about benefits and grants, 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, improving processes, and ensuring compliance with data protection, health and safety, legislation and Riverside policies. This is a permanent, full-time role based at North Reg Hub, Carlisle. The working pattern is between 8:00 a.m. and 6:00 p.m., Monday to Friday, for 35 hours per week.

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, balancing business and customer requirements to reach a mutually agreeable solution.
Proven track record of problem solving.
Ability to remain calm in a pressurised environment.
Excellent attention to detail and ability to work under pressure, meet strict deadlines and manage conflicting priorities.
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 methods to minimise escalation, and achieve prompt, effective outcomes in line with policy and procedure.
Manage other low-level sundry debt caseloads owed to Riverside, including debts relating to garages, recharges and court costs.
Contact customers proactively through digital and traditional methods, including telephone, letters, email and text.
Discuss cancelled or expired payment arrangements and agree affordable arrangements that take customers’ income and expenditure into account; promote direct debits and recurring card payments.
Advise customers on claiming benefits and grants that can support rent payments.
Monitor timely receipt of payments for new tenancies, contact customers early to discuss payment options and identify support needs, and make appropriate referrals.
Work in partnership with Income Collection Officers and Housing Services, providing support to achieve appropriate outcomes.
Carry out account administration, including balance transfers, tenant refunds and write-offs, in accordance with legislation and 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 priorities and undertake other duties as required to support the service.
Meet data protection requirements in accordance with Riverside policy, procedures and statutory requirements.
Meet health and safety requirements in accordance with Riverside policy, procedures and statutory requirements.