Here at Stonewater, an exciting opportunity has arisen for an Income Officer to join us and provide our customers, across all tenures to include social rented and homeowners, with the right support to manage their rent and service charge payments.
Youll review both rent and service charge accounts contacting customers either by telephone or digital platforms to identify why they have not paid their charges and offer them appropriate support and advice to enable them to do so. Youll ask questions to -find underlying issues and make our customers feel supported, all whilst ensuring they are clear on what action they need to take to find solutions to their debt issues. Youll need to be highly resilient and able to handle challenging and sensitive conversations. Youll manage a caseload and offer basic benefit advice, discuss repayment options and make affordable, sustainable arrangements.
Well provide you will full training and support when you join us.
This is a home-based role and you wont be required to visit our customers in their homes. Youll be required to travel to a central location a few times a year to attend meetings.
The Income team operates between the hours of 08:00 20:00, Monday to Friday and 09:00 13:00 on a Saturday. Youll work to agreed shifts, on a rota basis of either 08:00 16:00, 09:00 17:00 or 10:00 18:00 up to a maximum of 37.5 hours per week. This will also include a 12:00 20:00 shift on a weekday as well as a 09:00 13:00 shift on a Saturday (approx. 4 times every 2 months).
What makes you an ideal candidate for our Income team?
Wed ideally like someone who has experience of collections in a social housing environment, which would mean youd have a good understanding of the benefits system including Housing Benefit and Universal Credit.
If you dont have this experience though, dont worry! Whats more important is a genuine desire to join a supportive team who work hard to support their customers.
Were still keen to hear from you if you are self-motivated with a desire to perform to the best you can be, have a customer experience mindset and thrive on providing an exceptional service to customers. Youll be well organised bring good communication and numerical skills.
Interviews
1st stage: a role play exercise with an Income Team Leader
2nd stage: values & competency-based interview via MS Teams
Discover Stonewater:
Stonewater is a leading housing provider. We manage around 39,000 homes, serving 82,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.
Our mission is to provide quality homes and services for people whose needs are not met by the open market. Stonewater was one of the first social housing providers in the UK to adopt the Sustainability Reporting Standard (SRS), published by Good Economy. Using the Housing Associations Charitable Trust (HACT) Value Insight model, we calculated that we made an impact of over £28m during 2022/23. We know that life can be hugely challenging for many of our customers right now, and we are pleased to say that more than 400 customers have been supported into work, education, training and independent living. If you would like to read more please visit: Stonewater's Social Value Report
Were looking for like-minded people to join our team of over 800 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform peoples lives.
Stonewater supports equality of opportunities and are dedicated to being a diverse, inclusive, and supportive workplace. We are a Disability Confident employer.
Are you ready to #DiscoverStonewater?
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.
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