Early Intervention and Tenant Support Officer

This is an exciting opportunity to join the Income Management Team part of the Place Directorate at Sandwell Metropolitan Borough Council as we continue to invest in our early intervention and prevention services. We are seeking outstanding and dedicated individuals who share our passion sustaining tenancies and improving customers lives.

We have several vacancies, and the individuals will have responsibility for case managing all new tenancies within the first three months of their tenancy commencing and all new Universal Credit customers for the first three months of a new claim.

The individuals will also be responsible for providing a proactive and comprehensive customer service to customers and performing financial inclusion activities which aim to maximise income and prevent tenancy failure.

The Service is responsible for managing, monitoring and recovering arrears of rent and other housing related charges from current and former tenants. A key objective is to combine the effective recovery of arrears with tenancy sustainment through the provision of quality advice, assistance and support to those in need. You will play a key role in providing holistic advice and support to customers, undertaking risk assessments and delivering financial inclusion campaigns.

• A minimum of 2 year's experience of working in an advice/income collection environment providing income, financial or debt management advice


• Proven experience of managing an arrears/debt caseload/patch, working on own initiative with minimal guidance


• Proven experience working to deadlines, prioritising, and organising workload and achieving/exceeding performance targets


• Ability to 'collect with care' seeking first to understand customer's circumstances fully


• Ability to communicate at all levels, including with customers, stakeholders, and the team members


• Proven experience of dealing with vulnerable customers and customers who have complex/multiple needs


• Ability to carry out financial assessments to determine a customer's financial circumstances, tenancy affordability and support needs.


• Proven experience of delivering excellent services to customers both face to face and by telephone


• Ability to be open minded, approachable, dependable, non-judgemental, respectful, trustworthy, and flexible in approach to role


• An understanding of why tenancies fail and how early help can assist with tenancy sustainment


• Detailed knowledge of Universal Credit, Universal Credit vulnerability tiers, managed payments, and the third-party deduction scheme


We are looking for applicants who have English and Maths level 2 as a minimum or equivalent.

We will consider applicants who do not have the level 2 in numeracy providing they are willing to obtain the qualification within 12 months of commencing the role.

Sandwell is situated at the very heart of the West Midlands, just a stone's throw from Birmingham. A large, diverse, metropolitan borough, Sandwell offers exciting opportunities for all in a friendly, supportive environment.

Why work for us?

• Generous annual leave entitlements


• Access to the Local Government Pension Scheme


• Access to an award-winning employee benefits scheme, which includes:


• An exclusive retail discounts portal


• Salary sacrifice schemes for cars, bikes, technology and car parking


• An employee assistance and counselling service


• Annual leave purchase scheme


• A wide variety of learning and development opportunities


• Flexi-time working


• A variety of leave schemes including carers, compassionate, maternity and paternity


• Volunteering scheme


Your career at Sandwell Council

We offer something for everyone, with an incredibly wide range of career opportunities, at any stage of your career, from apprentices to senior managers.

Whether your focus is a support service, such as Finance, Human Resources, Legal or ICT, or a frontline service, such as Social Care, Planning & Regeneration, Housing or Leisure, it's worth looking at what Sandwell has to offer.

Our plans for the future

Our Vision 2030 shows just how committed we are to creating the best future possible for our communities and for the people who live and work in Sandwell.