Income Collection Officer

Riverside are recruiting a Income Collection Officer, working full-time, on a permanent basis. Your working pattern will be Monday - Friday 12:00pm- 7:30pm What will you do? You will carry out debt collection activity through a combination of inbound and outbound calls, ensuring cases are progressed effectively, agreeing payment plans and collecting payments; and providing advice, support and guidance to customers and colleagues as appropriate on the debt collection process. Day to day Your key responsibilities as Riverside's Income collection officer will include: • Proactively make both inbound and outbound telephone calls, carrying out effective debt collection activity. • Use digital channels of communication as appropriate, including the workflow management system, to escalate decisions and direct tasks to progress debt collection cases. • Provide supportive and meaningful advice to customers, including signposting where appropriate, to ensure customer understanding of debt collection requirements, consequences of non-compliance and additional support available from third parties. • Carry out financial account activity, including taking payments and setting up of payment plans to ensure effective debt collection in line with agreed processes. • Identify vulnerable customers, particularly those who would benefit from an alternative payment arrangement, making a referral to the appropriate Housing Officer for a follow-up. For a deeper understanding of your responsibilities, take a look at the job description linked below. Does this describe you? You will be customer focused with excellent communication skills, both verbally and written, showing the ability to meet the needs of a varied customer base. The ability to be results driven and work to strict targets and deadlines is essential. Effective negotiation and resilience skills, managing business and customer requirements to a mutually agreed solution is also a requirement. Click on the job description linked below to see a full list of our essential requirements. What's in it for you? In return for your hard work and dedication, we offer you: • 10% salary increase after 12 months' service, dependent on performance • 25 days holiday per year (plus bank holidays) • Opt-in to our auto-enrolment pension scheme (employee rate 3% and employer rate 5%) or our enhanced pension scheme (employee rate 6% and employer rate 9%) • Riverside Rewards scheme and app, providing valuable access to voluntary discounted benefits including high street and online savings • Access to ongoing personal career development opportunities through Learning Zone Who are Riverside? We are one of the UK's leading social housing and regeneration organisations. We are a group of not-for-profit and commercial companies with a charitable housing association at our core. Operating across 160 local authorities in England and Scotland and housing 100,000+ people, we are fully committed to improving the lives of thousands of individuals and families. We seek to transform lives and revitalise neighbourhoods. Is Riverside for you? We want you to feel empowered by leaders and fairly treated, knowing that your voice is truly heard. Being people-focused, we treat our customers with this same respect. We trust you to protect our customers, our people and our business and we see outstanding worth in those with the courage to take responsibility, innovate and find solutions. Your focus on performance and ambition is rewarded with development opportunities. With Riverside, you can achieve. If you're thinking of joining us as a Income collection officer we'd love to hear from you. We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work. Please note: Riverside are putting in measures to protect candidates and our colleagues from Covid-19. Whilst we are still continuing to recruit for this position and other roles in the organisation we will be implementing virtual interviews