Service Development Officer

Job Description

Job Title: Service Development OfficerContract Type: Fixed Term Contract for 12 months Salary: £38,290.90 Per Annum (£42,320.47 is achieved after 12 months successful performance in the role) Per AnnumWorking Hours: 35 hours per weekWorking Pattern: Monday – Friday, HybridLocation: Carlisle, CumbriaIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description. 
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates. The difference you will make as a Service Development Officer
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. About you 
We are looking for someone with:
• Up to date knowledge of legislation, regulation and standards relation to social housing and income collection across all tenure types. 
• A strong understanding of Universal Credit and welfare reforms.
• Excellent written and verbal communications skills and able to present to a variety of audiences.

Why Riverside? 
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.  
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us. 
Working with us, you’ll enjoy: 
• 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 Diversity and Inclusion at Riverside:  
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. Applications may close before the deadline, so please apply early to be considered.  Role Profile  
• 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 current data. 
• Deliver project activities to improve the service as the team seeks to deliver against service development plans.
• Act as an Subject Matter Expert for Income Management, pro-actively build 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 to sustaining tenancies.

Other DutiesAdditional Information
• The Group has offices across the UK and on this basis, there may be the requirement to travel to other locations to effectively perform this role. 
• The role will be exposed to sensitive information; therefore, the role holder is expected to maintain levels of confidentiality 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.  Person specification Knowledge, Skills and Experience Essential 
• Up to date knowledge of legislation, regulation and standards relation to social housing and income collection across all tenure types. 
• A strong understanding of Universal Credit and welfare reforms.
• Excellent written and verbal communications skills and able 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.
• Excellence analytical skills and the ability to use data to provide meaningful management information to drive business decisions.
• Proven track record of effective stakeholders 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 to delivering continuous improvements to performance and service development.