Are you passionate about helping people and making a real difference in their lives? Do you have a knack for numbers and a keen eye for detail? If so, we have the perfect opportunity for you!
We’re on the lookout for an Income Support Officer to join the team. As our Income Support Officer, you'll be the friendly face (or voice) that our customers turn to for all things income related.
What you'll do:
* Customer contact: Be the superhero who swoops in to save the day by answering income queries and ensuring customers get the help they need quickly and efficiently. You'll manage customer contact through inbound and outbound calls, text messages, emails, and our self-serve portal.
* Support Income Officers: Assist our Income Officers in collecting rent debts and promoting timely payments. This includes rent, service charges, recharges, and legal costs for both current and former customers. Negotiate affordable and sustainable payment plans with customers.
* Customer satisfaction: Handle customer enquiries with a smile, deescalating complaints where possible and ensuring high levels of satisfaction. You'll also provide support, advice, and signposting to ensure customers have the correct debt and money management information.
* Collaboration: Work with external agencies like DWP and Housing Benefit to support our customers and Yorkshire Housing's income. You'll also coordinate with colleagues from across Yorkshire Housing to ensure customer enquiries are directed to the right person.
* Administration: Keep our systems up to date and accurate, ensuring smooth operations. This includes managing the administration of day-to-day recording and income-related data collection, dealing with customer payments, rent adjustments, and refunds.
* Complaint Handling: Assist in responding to complaints, recording cases, providing information, and supporting investigations. Chase updates when required and issue holding and final response letters.
What you'll bring:
* Passion for people: A genuine passion for helping people and providing excellent customer service.
* Communication skills: Top-notch communication skills, both written and verbal, to effectively interact with customers and colleagues.
* Attention to detail: A love for numbers and a keen eye for detail to ensure accuracy in all tasks.
* Problem-solving: The ability to handle challenging situations with confidence and grace, assisting with complex customer cases.
* Organisational skills: Superb organisational skills and the ability to manage your time effectively, juggling multiple priorities with ease.
* Flexibility: Adaptability and flexibility to change your workload and priorities as needed.
* IT savvy: Confidence in using MS products and other IT systems.
* Continuous improvement: A commitment to continuous learning and improvement, always looking for ways to enhance the customer experience.
* Income setting experience: Previous experience working in an income setting.
* Tenure types of knowledge: An understanding of different tenure types.
* Debt solutions awareness: Awareness of debt solutions available to customers in debt and the impact of debt on tenancies.
About us:
At Yorkshire Housing, we're all about creating trust, being curious, making things happen, achieving impact, and having fun! We're looking for someone who shares our values and is ready to bring their energy and enthusiasm to our team.
You can probably already tell that we’re not your typical housing provider! With around 20,000 homes (and more in the pipeline), we’re on track with our growth plan to build 8,000 new homes across Yorkshire.
We’re dedicated to creating exceptional customer experiences along the way and are on a mission to build a culture that prioritises excellence, innovation, and customer obsession.
What’s in it for you…
This a full-time permanent role with a salary of £27,395.97 per annum, for a 35-hour week plus 26 days annual leave (rising annually to 31 days) plus Bank Holidays.
We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.
Our people’s health and wellbeing are one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.
Find out more about our employment perks here!
Now you’re really interested?
At YH, we’re actively building a working environment that’s inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting communities we serve, so we welcome and encourage candidates from all backgrounds for this role.
We know that not all candidates will meet every single requirement. If your experience looks a little different from what we’re looking for and you think you can bring value to the role, we’d love to learn more about you so please apply!
If you require any additional support with your application, or have any further questions please contact our fab recruitment team via email at recruitment@yorkshirehousing.co.uk
The fine print
The closing date for applications will be 23rd March 2025, but we might close it early if we get lots of great candidates, so don’t hang around.
If you’re applying for this role internally, you must inform your current line manager (it’s the right thing to do!).
* Job Reference yorkshousinggroup/TP/81/634
#J-18808-Ljbffr