Early Intervention Officer

About the role

Job Title : Early Intervention Officer Contract Type: Permanent Salary : £27,017.04 (£29,687.93 is achieved after 12 months successful performance in the role) Working Hours: 35 hours per week Working Pattern: Monday to Friday 8am to 6pm Location: Irvine or Carlisle Cumbria If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description. Please note that whilst we will accept applications based on any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates. The difference you will make as an Early Intervention Officer You will support the Income Collection function to maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs and garage arrears by carrying out early intervention & prevention activity such as providing advice around claiming Universal Credit, processing UC claims in the DWP portal, encouraging rent in advance, setting up digital payment methods and managing Income collection administration such as preparation of court packs. To prevent arrears from escalating by supporting campaigns, managing proactive contact with customers who go into arrears and managing payment arrangements. About you We are looking for someone with: Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base. Effective negotiation skills, managing business and customer requirements to a mutually agreeable solution. Proven track record of problem solving. Ability to remain calm in a pressurised environment. Why Riverside? At Riverside, we're a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us. Working with us, you'll enjoy: Competitive pay & generous pension 28 days holidays plus bank holidays Flexible working options available Investment in your learning, personal development and technology A wide range of benefits Diversity and Inclusion at Riverside: We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. Applications may close before the deadline, so please apply early to avoid disappointment. Role Profile 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 target

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