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.
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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