Job Introduction

Job Title:                         Income Officer

Salary:                             £24,575

Job Location:                 North West

Contract Duration:         Permanent

Hours (weekly):              35 weekly rotation between Mon-Fri 8am-7pm/Sat 9am-5pm

Do you have experience of supporting customers to overcome barriers for rent payments through the provision of high-quality advice and support?

It’s an exciting time to join Your Housing Group as a forward-thinking and innovative employer and we’re now looking for an Income Officer who shares our passion for placing the customer at the heart of everything we do.   

Our operational hours are Monday to Friday 8am-7pm and Saturdays 9am-5pm.  You’ll be working 35 hours per week, including occasional Saturday’s on a weekly shift rotation. 

However, you won’t need to worry about a commute, as you’ll be working from home, living within a 25mile radius of Your Housing Group’s collaboration hub in Birchwood, Warrington (WA3 7QH), where you’ll attend meetings, 121’s and training, when required. It’s important that your home workspace is interruption free, so the customer knows they have your undivided attention when dealing with potentially sensitive issues.

With full training and support, you will contact customers by telephone, and through our digital platforms, to identify the cause of the arrears, discuss repayment options and make affordable and sustainable agreements to repay arrears.  You’ll also work closely with our specialist Money Advice Team to find appropriate solutions to manage indebtedness and maximise the customer’s income. 

With over 28,000 homes across the North West, Yorkshire and the Midlands, as an Income Officer you will be talking with customers from general needs homes, sheltered and supported housing, as well as market rented, leasehold and shared ownership properties, discussing both current and former tenant areas.    

It is essential that you share our ethos for exceptional customer care, but knowledge of collections specific to the housing sector is not essential.

If you have….

• the desire to deliver a customer service experience that will be remembered long after the call ends
• the ability to engage in meaningful conversations with customers to get to the root of their payment issues
• the ability to build trust with customers and create opportunities for payment, thereby bringing reductions in debt
• experience in handling customers who are vulnerable either financially or otherwise

                                                                                     …..then we’d love to hear from you!

What do we have to offer you?  

In addition to a salary of £24,575, you will receive 22 days holidays, which includes 3 days to be taken between Christmas and New Year plus the opportunity to buy or sell annual leave, a pension scheme with contributions matched up to 8% and a cashback healthcare scheme to name a few!

As this role allows access to confidential tenancy information, we are unable to accept applications from existing tenants/residents or those who have an association with existing tenants/residents.

Prior to completing your application, please review the attached Role Profile to better understand the role and key responsibilities.                             

Closing date: 31st January 2022 

Should we receive a high number of applications, we may close this vacancy earlier than the date indicated above, therefore, you are encouraged to submit your application as soon as possible.

Your Housing Group values diversity and encourages applications from all communities. Your Housing Group operates a Guaranteed Interview Scheme for applicants who declare they have a disability. Those applicants who meet the minimum requirements for the role as set out in the advert and role profile will be guaranteed an interview.  Some roles may be subject to probity checks which will override the scheme where a potential conflict of interest or a probity matter has been identified.   YHG3

Your Housing Group