Full job descriptionIncome Officer - 6 months Fixed Term Contract - Start asap
Role Purpose
To support customers in sustaining their tenancies via providing a proactive, efficient, customer-focused service that involves early intervention, clear and consistent communication, and collaborating with customers, colleagues, and stakeholders to offer tailored support where needed; helping customers retain tenancies, minimising evictions due to rent arrears, reducing homelessness, preventing arrears and protecting Raven income.
Key Relationships - Internal
*Housing Officers

*Customer Service Centre

*Customer Wellbeing & Inclusions Teams, particularly Financial Inclusion

*Customer Experience & Engagement Teams

*Finance team

Key Relationships - External
*Customers

*Local authorities

*DWP

*CAB and similar charities

Essential Knowledge, Skills and Experience
*Rent account management including performance measures and case management

*Knowledge of Housing Law, court processes and debt recovery routes

*Awareness of the social housing sector

*High levels of financial acumen

*Full clean driving licence

Maximise Income Collection
*Proactively manage arrears caseloads

*Issue legal notices and represent Raven in proceedings

*Monitor rent accounts and ensure compliance

Support Tenancy Sustainability
*Identify vulnerabilities and prevent arrears escalation

*Develop repayment plans

*Signpost welfare advice and support

Enhance Customer Engagement
*Build positive customer relationships

*Promote digital self-service and payment methods

Collaborate to Improve Outcomes
*Work with internal teams and external partners

*Visit customers for advice and intervention

Ensure Compliance and Performance
*Maintain case records

*Meet income recovery targets

*Support process improvements

Key Performance Indicators
*Performance against arrears targets

*Customer satisfaction with rent

*Overall customer satisfaction

*Arrears case completion

*Percentage of calls answered

*Meeting team and personal objectives