Job Title: Early Intervention Officer
Contract Type: Permanent
Salary: £26,153.96 (£28,739.52 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week, full time
Working Pattern: Monday to Friday 10:30am – 6pm
Location: Sou & Cent Reg Hub, RH Leicester

Role requires you to:

• Manage a caseload of low level arrears, using early intervention and prevention methods to minimise arrears escalating. Ensure prompt and effective outcomes in accordance with policy and procedure, applying the right intervention at the right time, working in collaboration with Income Officers, Housing Services and Tenancy Sustainment Services.
• Manage other low level sundry debts caseloads owed to Riverside which could include garages, recharges, court costs etc
• Manage proactive customer contact delivered via a variety of digital and traditional methods including telephone, letter, e-mail and text.
• Discuss cancelled/expired payment arrangements making affordable agreement which take into account customer income and expenditure. Promote digital payment methods including direct debits and recurring card payments.
• Advise on how to claim benefits and grants which will support residents to make rent payments.
• Monitor the timely receipt of payments for new tenancies and make contact with customers as early as possible to discuss payment options and identify any customer or tenancy support needs, making referrals where appropriate to tenancy sustainment services and other third parties.
• Work in partnership with Income Collection Officers and Housing Services, providing support where required to successfully deliver the right outcomes.
• Carry out account administration including balance transfers, tenant refunds, and write-offs in accordance with legislation and our policies and procedures.
• Support income collection targets and campaigns including, direct debit promotion, static arrears campaigns, rent in advance, text and e-mail campaigns.
• Contribute to the continuous improvement of processes and procedures.
• Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures and statutory requirements.
• Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements.