Income Officer

Location Redhill
Discipline: Customer Experience & Support
Job type: Fixed Term
Salary: £33,500 pro rata
Job ref: 004062
Published: 3 days ago

£33,500 p.a., pro rata 

Part time, 24 hours per week 

Maternity Cover – 9 to 12 months 

Hybrid working - expected office days 2 days per week  

Job Description - Income Officer

Raven is here to make a difference, working as a team to build homes and change lives. We’re also ambitious: a sector-leader in carbon reduction, with commercial ventures and a focus on the future. But it’s not just what we do, it’s how we do it that sets us apart from other organisations and helps us create a great experience for our customers and one another.

Our culture statements form the principles for how we work and what we expect of one another whilst working together as One Raven.

  • We Put Customers First in everything we do.

  • We will Always Be Curious about how we can do better.

  • We work together to Make It Happen.

Want to be part of our community? We’re currently recruiting for an Income Officer to join our Income team.

What you’ll achieve in the role: 

The overall purpose of this role is to support customers in sustaining their tenancies through a customer-focused approach by fostering a culture of early intervention and arrears prevention.

Key responsibilities include:

  • Manage a portfolio of arrears cases to ensure cases are consistently reducing; proactively contacting customers and complying with arrears processes and procedures to apply a consistent approach to arrears management for a variety of tenure types.

  • Handle difficult conversations with customers with understanding and empathy, building rapport with customers to ensure they feel supported to sustain their tenancies.

  • Work collaboratively with colleagues and external agencies to support customers to be able to meet their financial obligations to Raven, seeking wherever possible to prevent arrears and put clear plans in place to mitigate the risk of debt.

  • Managing the end-to-end arrears process for customers on your patch by issuing legal notices to customers, proceeding with legal action, preparing legal documents, representing Raven in court to request the most appropriate order.

What you’ll bring to Raven:

For this role, we are looking for someone with the following:

  • Rent account management knowledge, including performance measures and case management

  • Good knowledge of Housing Law and current best practice, including court processes and routes to collect debt and preparing documents for court proceedings

  • Experience of working in a rent/income environment – with good knowledge of arrears management

  • A full, clean driving licence

You will also share our values: earning trust by being open and accountable, listening with an open mind, working collaboratively, and caring about making things better.

DBS clearance will be required for this role.

Vacancy Close Date:  18th April 2025

What Raven will offer in return: 

To create a great experience for our customers, we need to create a great experience for one another. What Raven offers goes beyond the ordinary, giving you the opportunity to join a community of people who share the same values and are passionate about making a difference.

Our reward package includes:

  • Competitive salaries

  • Fantastic work/life balance with flexible working and generous leave entitlement

  • Strong focus on learning and development, with opportunities to grow your skills and career

  • Enhanced maternity, paternity, and adoption pay

  • Funded health cash plan

  • Extensive wellbeing support

  • Voucher-based recognition scheme

  • Retail discounts

Raven are focused on creating a diverse and inclusive workplace. We encourage applications form all candidates, including minority ethnics, the LBGTQ+ community, people with disabilities and long-term health conditions, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

We will consider applications for part-time working and job sharing; please include this information in your application.   

All data collected is anonymous and has zero bearing on your application. If there is anything we can do to accommodate your specific situation, please let us know at recruitment@ravenht.org.uk or 0300 123 3399.

As a Disability Confident Committed employer, we run a guaranteed interview scheme for disabled applicants. If you meet the essential criteria listed in the job description for this position and would like to be considered under this scheme, please state this in your application, email recruitment@ravenht.org.uk, or phone us on 0300 123 3399.