We're looking for

A customer-focused individual with energy, experience and a strong sense of purpose to join us as a Income Service Specialist

A growing business with a strong social purpose

Our purpose at Catalyst is ‘homes people love’. That means everything from developing and maintaining great homes, to delivering excellent service to our customers every day. We provide housing for those who can’t afford a home without our help as well as offering a wide range of homes for rent, shared ownership or outright purchase. We’re one of the UK’s leading housing associations with 34,000 homes and 1,200 employees. We're a strong business at a particularly exciting point in our evolvement having recently merged with another large housing association, Aldwyck.

We’re also a Sunday Times top 100 Best Company to Work for, investing care, time and resources in our people

The role

As an Income Service Specialist, you will support in the delivery of services such as allocations, tenancy management and generic customer support to provide a holistic housing management service. You will represent Catalyst and work closely with all Neighborhood Experience Managers to provide excellent customer service to customers and colleagues. Work with our internal and external partners to support our customers by referring them to the mobile team for home visits, surgeries, triage services, debt advice, Housing Benefit and DSS and any other relevant partner services. You will also communicate with residents and offer basic advice and oversee the affordability assessments for new customers. Additionally, you will handle account queries from residents regarding payment and account balance and dispense advice on how they can maximise their income and minimise outgoings and save money effectively.

Key requirements

You will have good working knowledge of the arrears recovery process from beginning to end across a range of tenures, with experience of working in a demanding customer service environment. You will have experience of dealing with difficult customers, some of who may be demanding, vulnerable or under stress and is able to maintain a professional approach to resolving their concerns/ meeting their needs and managing their expectations as appropriate. You will demonstrate clear understanding of issues faced by customers facing financial exclusion. You must demonstrate good administrative skills and well-developed IT skills including the ability to proficiently use computerized databases.

The role is subject to a Basic DBS check.

How to apply

Click on the Apply Now button and submit your details along with a copy of your CV and a supporting statement.