Rent Support Specialist

About The Role What you can expect from us

• We offer a competitive salary of £12,540 (FTE Salary £31,350).
• 14 hours per week, working Thursdays and Fridays.
• 32 days annual leave plus bank holidays a total of 40 days paid holiday per annum which is equivalent to 8 weeks.
• Stream - access both short and long terms loans, plus provides access to a savings facility.
• Opportunity to further increase annual leave with service or though the holiday purchase scheme.
• Immediate entry to our Pension scheme (matched contributions up to 10%)
• A great flexible working environment, with a range of family friendly policies
• Simply Health cash plan with financial benefits and the option to extend to your family.
  Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
• Paid leave for absence including sickness, maternity, paternity, and adoption leave.
• Access of up to £150 annually through the 'Learning for life' scheme
• Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.
• Develop your career with support and access to training and qualifications.

We are currently recruiting an Early Intervention Specialist (Rent Support Specialist) to join our Customer Account & Money Advice team on a permanent basis. This role is for 14 hours per week, working Thursdays and Fridays. This is a hybrid, home-based role. You have no daily office requirement, but you will be required to attend neighbourhoods and/or sites as required to fulfil duties of the role.

Occasional work outside of office hours as and when required to attend meetings.

The purpose of this role is to work within the Customer Accounts team to effectively manage lower-level arrears cases and carry out other key administrative duties to protect Onward's income and maximise performance and help to sustain our customers' tenancies.

• Management of rent and service charge accounts up to court level for all tenures across Onward Homes, Contour Property Services and S4B.
• Assist with tenancy sign-ups, informing customers of required payment in advance and their responsibility for ongoing payments. Where applicable, provide basic welfare benefit advice and liaise with local HB/DWP services when required.
• Ensure customers and former customers are contacted via various methods at the appropriate times to secure payments and maintain high income collection; using technology effectively to make sure we're having the right conversation with the right customers at the right time.
• Take accountability for handling income related inbound and outbound customer interaction via various channels, working collaboratively with the Customer Services Team
• Play a key role in the achievement of the team KPI's by taking ownership for your own personal performance to achieve targets.
• Working proactively with colleagues to achieve high levels of performance and seek out opportunities for efficiencies.
• Take responsibility for administrative income related tasks.

• Ensure action taken complies with pre-action protocols and Equality Act requirements prior to hand off to the Customer Accounts Specialist where applicable.

• Provide accurate advice and assistance to maximise income for customers.
• Refer customers to internal and external agencies as appropriate.

• Work effectively with internal service areas to deliver a holistic package of housing related services to customers and maintain high income collection.
• Work with external agencies to achieve the best outcome for the customer and the business.

• Deliver excellent customer service to our customers on a consistent basis; offering a bespoke tailored service to ensure high levels of satisfaction and outcomes, whilst adhering to the Customer Charter and delivering the quality of service set out in the Onward Style Guide.

• Willingness to develop knowledge and awareness of related housing regulations/ law.
• Ability to take an assertive yet supportive approach to negotiate successful outcomes for Onward, Contour Property…