Service Development Officer

Job Description

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

• Up to date knowledge of legislation, regulation and standards relating to social housing and income collection across all tenure types.
• A strong understanding of Universal Credit and welfare reforms.
• Excellent written and verbal communication skills and the ability to present to a variety of audiences.

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

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. 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.

• Support the development of best practice in income management to maximise Riversides’ income.
• Innovatively use income performance and customer data to direct resources. Provide performance commentary on trends and areas of focus to improve performance, projecting future outputs based on current data.
• 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, pro-actively 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, by 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 perform this role effectively.
• The role will be exposed to sensitive information; therefore, confidentiality must be maintained at all times.
• In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation.
• The role holder is expected to be committed to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.

Essential

• Up to date knowledge of legislation, regulation and standards relating to social housing and income collection across all tenure types.
• A strong understanding of Universal Credit and welfare reforms.
• Excellent written and verbal communication skills and the ability to present to a variety of audiences.
• Ability to work under pressure and deliver to deadlines, managing conflicting priorities.
• Attention to detail and outcome focused.
• Excellent analytical skills and the 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 – MS365 systems and income collection software.
• Customer focused and lives the Riverside Values.

Desirable

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