Service Development Officer

Job Details

• Job Title:
  
  Service Development Officer
• Contract Type:
  Fixed Term Contract for 12 months
• Salary: £38,290.90 per annum (£42,320.47 after 12 months successful performance)
• Working Hours:
  
  35 hours per week
• Working Pattern:
  Monday – Friday, Hybrid
• Location:
  
  Carlisle, Cumbria

To support the Income Excellence Lead with service developments to improve income management and collection rates for Riverside. This includes service developments to social housing and homeowner debt recovery processes throughout the UK for both current and former tenants arrears and other sundry debts.

• Support the development of best practice in income management to maximise Riverside’s income.
• Use income performance and customer data to direct resources, providing performance commentary on trends and areas of focus to improve performance and project future outputs.
• Deliver project activities to improve the service as the team seeks to deliver against service development plans.
• Act as a Subject Matter Expert for Income Management, proactively building excellent relationships with internal and external stakeholders to improve customer and colleague satisfaction ratings.
• Support the wider income team to deliver targets set for arrears and any relevant corporate objectives, tracking outputs daily, weekly, and monthly against targets.
• Support Income Team Leaders and Managers with allocating work, managing projects, and determining priorities.
• Regularly review colleague user guides, procedures, performance trends, and practices to initiate and implement changes to maximise income collection.
• Support and develop systems and data to optimise digital solutions to improve performance and sustain tenancies.

• The Group has offices across the UK and there may be a requirement to travel to other locations to effectively perform this role.
• The role will be exposed to sensitive information; therefore, confidentiality must be maintained at all times.
• Flexible work schedule is required during hours of operation.
• Commitment to equal opportunities and promotion of non‑discriminatory practices in all aspects of work undertaken.

• Up to date knowledge of legislation, regulation and standards relating to social housing and income collection across all tenure types.
• Strong understanding of Universal Credit and welfare reforms.
• Excellent written and verbal communication skills and ability to present to a variety of audiences.
• Ability to work under pressure, deliver to deadlines, and manage conflicting priorities.
• Attention to detail and outcome‑focused approach.
• Excellent analytical skills and ability to use data to provide meaningful management information to drive business decisions.
• Proven track record of effective stakeholder engagement, both internally and externally.
• Excellent IT skills in MS365 systems and income collection software.
• Customer focused and lives the Riverside Values.

• Project management experience.
• Proven track record of delivering continuous improvements to performance and service development.

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Riverside is one of the UK’s leading not‑for‑profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Applications may close before the deadline, so please apply early to be considered.