Early Intervention Officer

Join the Customer Accounts team at Onward Homes as an Early Intervention Officer to efficiently handle lower-level arrears cases and perform essential administrative tasks that safeguard the company's income, enhance operational performance and support the long-term sustainability of customer tenancies.

Operational hours Mon-Fri, 9
-5 (some flexible work between 8am and 6pm dependent on business needs). Home-based with min 1 day per week in the Manchester office.

Housing experience in a similar role is essential to be considered for this position.

• Manage rent, service charge and sundry debt accounts across all tenures up to court level, ensuring timely customer engagement and high income collection.
• Provide basic welfare benefit guidance and liaise with relevant agencies to support customer financial wellbeing and tenancy sustainability.
• Handle income-related customer interactions across multiple channels, contributing to team KPIs through proactive performance and collaboration.
• Deliver tailored, high-quality customer service while working with internal and external partners to achieve positive outcomes and operational efficiency.

• Experience in a similar housing role dealing with tenants and income/rents.
• Demonstrated success in debt collection or rent arrears with strong negotiation abilities.
• Solid understanding of welfare benefits and the ability to provide accurate guidance.