Job Details
Job Title: Income and Administration Officer
Contract Type: Permanent
Salary: £29,713.46 per annum
Working Hours: 37.5 hours per week
Working Pattern: Monday to Friday
Location: Arlington, London, NW1 7HE
Job Overview
Work collaboratively as part of a committed team to provide income management advice, guidance and support to customers and colleagues. The focus of this role is to support customers to sustain their tenancies, maximise the organisation’s rental income and deliver income administration across a defined number of properties.
About You
- Experience of working with vulnerable and diverse customer groups and individuals with complex needs.
- Experience of working in a customer-facing environment.
- Excellent communication skills, with the ability to provide advice, support and empathise with customers facing a range of issues.
- Be confident and consistent and have confidence to make decisions to deal with effective rent arrears management.
- Competent level of literacy, numeracy, administrative and IT Systems skills (to produce reports and other communications).
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve revitalised neighbourhoods and supported 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.
Benefits
- Competitive pay & generous pension
- 25 days holidays plus bank holidays
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion
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 they will be guaranteed an interview.
Role Profile
- Ensure customers understand their responsibilities regarding the payment of rent and service charges and how they impact on maintaining their tenure.
- Support colleagues by proactively engaging customers, providing advice and co-producing plans as part of the responsive rent arrears management process.
- Manage the income management process by co‑producing a bespoke payment plan tailored to the individual’s circumstances.
- Provide guidance and advice to customers to ensure they are financially included, sign‑posting to relevant resources for benefit claims, debt issues, and money management.
- Make referrals to the Riverside Income Maximisation Team when dealing with complex cases.
- Proactively provide up‑to‑date advice on effective tenancy sustainment approaches to colleagues to assist in supporting customers with income management.
- Initiate a discussion with relevant parties on complex arrears cases to present facts about how the arrears will be managed.
- Support colleagues dealing with evictions where required.
- Provide advice to customers around setting up efficient payment options.
Administrative Support
- Administrate petty cash for the required services.
- Assist with the monitoring of income and expenditure.
- Generate and communicate rent statements to customers and colleagues as required.
- Maintain and update tenancy information, rent accounts and financial information on the appropriate digital platforms.
- Collate and submit information, including funding and performance returns.
- Produce reports and other written documentation to support income management delivery as required.
Other Duties
- Work normal office hours, which may include some flexibility to meet customer and business needs.
- Travel to different properties within the defined area as and when required.
- Use the Lone Worker system as and when necessary.
- Ensure customers are safe at all times, carrying out all duties within Riverside’s policies and procedures (e.g. health & safety, safeguarding, dignity at work, GDPR, cash handling).
- Deliver your role in line with Riverside company values – “Our Riverside Way”.
- Participate in team meetings, attend regular supervisions and reflecting practice sessions.
- Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
- From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager.
Additional Information
- The Group has offices across the UK and the role may require travel to other locations.
- The role will be exposed to sensitive information; the holder must maintain confidentiality at all times.
- Work flexibly during the hours of operation.
- The holder is expected to promote non‑discriminatory practices in all aspects of work.
Person Specification
Essential Knowledge & Experience
- Experience of working with vulnerable and diverse customer groups and individuals with complex needs.
- Experience of working in a customer‑facing environment.
- Excellent communication skills, with the ability to provide advice and support and empathise with customers.
- Be a team player, flexible with a resilient, can‑do attitude.
- Be confident and consistent and have confidence to make decisions to deal with effective rent arrears management.
- Competent level of literacy, numeracy, administrative and IT Systems skills (to produce reports and communications).
Desirable
- Knowledge of current benefit systems.
- Experience of working in care and support services.
- Ability to plan, prioritise and organise tasks to achieve results.
- Knowledge of debt management.
About Us
Riverside is one of the UK’s leading not‑for‑profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.
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