Income Officer

About us:

Founded as Croydon Churches Housing Association, ccha is a social housing provider focused on quality homes and excellent customer care. We manage over 1,600 homes across Croydon, Sutton & Bromley, offering social housing, Shared Ownership, and outright sales. We are dedicated to building more quality homes and positively impacting local communities while ensuring our residents feel happy and safe.

What we are looking for:

• An experienced individual with excellent customer care skills to provide successful outcomes including contributing to increasing resident satisfaction and sustaining tenancies
• Managing rent accounts, maximising rental income and be the first point of contact for residents about all types of income queries
• Ensure that all cases follow our approved escalation process within procedures and policies for rent arrears. This includes making and monitoring agreements with residents to repay rent arrears  
• Demonstrate brilliant customer care, minimising the financial hardship suffered by our residents, ensuring they are offered the right advice that will provide residents with the confidence to make contact to arrange to repay arrears
• Be responsible for taking enforcement action in cases where legal and non-legal remedies are appropriate to control debt levels. Including representing the organisation in court hearings and evictions, following correct protocols.
• Contribute to the development and overall performance of the Income Team, and its operation to ensure the cost-effective delivery of high-quality services

Essential requirements:

• Basic DBS check
• Right to work in the UK
• Experience with court protocol, dealing with vulnerable residents and understanding of Universal Credit

What you’ll bring to ccha:

• Good understanding of social housing issues and dealing with vulnerable residents
• Ability to support our residents facing financial, social, or health difficulties by signposting them to relevant support services
• Excellent communication skills
• A demonstrable knowledge of best practice in income management and debt collection
• Computer literate understanding of spreadsheets and ability to use various software packages
• Ability to use own initiative in dealing with the diversity of our residents
• A working knowledge of legislation court protocol and understanding of Universal Credit
• The ability to manage a varied and busy workload to meet targets and deadlines
• High level of numeracy and literacy
• Experience of building effective relationships with internal and external partners

Please note: an external application form will have to be completed and will be sent to you once you have expressed an interest below.