Are you passionate about making a difference in your community?
Income Customer Service Officer
Annual Salary: Cira £37,000 per annum
Location: SE1, London
Job Type: Permanent
Join a dedicated team in a leading Housing Association as an Income Customer Service Officer and help to deliver safe and affordable homes along with dependable, localized services to customers.
In this crucial role, you will ensure early intervention and resolution in various aspects of tenancy management, enhancing customer satisfaction through effective income management services.
What will you do?
- Manage rent accounts and other housing-related debts regularly to identify cases requiring action.
- Negotiate repayment agreements with tenants and take corrective actions if agreements are not maintained, adhering to the Ministry of Justice Pre-action Protocol for Rent Possessions.
- Refer residents to welfare benefit and debt support services to ensure they maximize their income and entitlement to benefits.
- Make regular and early contact with residents in arrears through home visits, telephone calls, text messages, emails, and office interviews, sometimes outside normal working hours.
- Prepare and submit cases to the County Court for Possession Hearings, attend court hearings, and carry out evictions due to rent arrears.
- Identify vulnerable residents and make referrals to the resident support team to ensure appropriate support is in place.
- Maximise income collection while minimizing the risk of repossession through direct housing payments, charitable applications, food bank referrals, and other means of financial support.
- Deliver income management services while demonstrating high standards of customer care.
- Support and implement responses to Welfare Reform measures.
- Deliver against annual team and individual targets for income collection.
If you have:
- Knowledge of housing law, the regulatory framework, and good practice regarding debt recovery.
- Frontline experience in credit control or income collection.
- Proven experience within a customer service environment and the ability to demonstrate high levels of customer care.
- Experience of presenting cases to court and knowledge of the court system and legal remedies relating to debt recovery.
Then we want to hear from you! Apply now to join the team and make a real impact in your community.