We are looking for a dedicated and empathetic individual to join our team as a Dialler Income Officer. This role is a vital first point of contact for tenants, focusing on early intervention and the proactive management of rent arrears through our outbound dialler technology and inbound telephony.
Please note: This advertisement is for 2 x Fixed‑Term positions (one expiring on 31st December 2026 & one expiring on 12th March 2027).
The Role
As part of a supportive and high‑performing team, you will balance the need for effective income collection with a commitment to tenancy sustainability. Your primary focus will be negotiating affordable repayment agreements that reflect the individual circumstances of our tenants.
Key Responsibilities
- Engaging with tenants via telephone and SMS to discuss rent accounts and negotiate sustainable repayment plans.
- Utilising outbound technology to meet income collection targets and promoting Direct Debit as the preferred payment method.
- Providing basic debt and benefit advice, including guidance on Welfare Reform, and referring tenants to specialist internal or external money advice services.
- Maintaining precise records on our Northgate system and handling correspondence related to Housing Benefit and Universal Credit.
- Managing challenging conversations with a calm, solution‑oriented approach to ensure high levels of tenant satisfaction.
Why Join Us?
By managing low-level debt effectively, you enable us to continue investing in our properties and providing more people with a safe, affordable place to call home. We offer a professional environment where your contribution directly impacts our ability to improve services for our tenants.
Our Ideal Candidate
You are a customer-focused professional who understands the importance of providing an efficient service while maintaining empathy.
You should possess:
- A background in customer relations within a debt recovery, rent collection, or social housing environment.
- Experience and knowledge of the welfare benefits system with the ability to negotiate effectively and explain complex information clearly and confidently.
- Experience of using MS Office and bespoke in-house databases; experience with dialler technology is an advantage.
Please note we require a mandatory cover letter for this role. This should detail your experience or knowledge of Social Housing, including your knowledge of Housing Management, the welfare system, and being tenant-focused.
We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
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