Riverside
Service Development Officer
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Service Development Officer – Fixed Term Contract (12 Months)
Location: Carlisle, Cumbria
Working Arrangement: 35 hours per week | Monday – Friday, Hybrid
Key Information
- Contract: Fixed term (12 months)
- Salary: £38,290.90 per annum (with potential performance bonus of £42,320.47 after successful completion)
- Application: Excludes sponsorship for further work permits
The Opportunity
The Service Development Officer will support the Income Excellence Lead in enhancing income management and debt recovery processes across social housing and homeowner lending, ensuring compliance with legislation and improving collection rates.
Key Responsibilities
- Develop and refine service practices for social housing and homeowner arrears, including tenant debt recovery and sundry debt.
- Support data-driven service improvements by analysing income performance and implementing strategic changes.
- Collaborate with internal/external stakeholders to develop and deliver project activities aimed at optimising collection standards.
- Act as a Subject Matter Expert in income management, driving improvements in colleague satisfaction and customer outcomes.
- Track progress daily/weekly/monthly against arrears and corporate targets, offering performance commentary.
- Support managers with work allocation, project management, and prioritisation to hit income targets.
- Regularly review user guides, processes, and performance indicators, implementing changes to enhance collections and tenancy sustainability.
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Other Duties
- Travel may be required across UK office locations.
- Confidentiality is essential; sensitive data handling compliance is expected.
- Must work flexibly within operational hours and demonstrate a commitment to equal opportunities & non-discrimination.
About You
Essential Requirements
- Strict adherence to social housing legislation, regulations, and standards (all tenure types).
- In-depth understanding of Universal Credit and welfare reform impacts.
- Outstanding written & verbal communication, including presenting to diverse audiences.
- Ability to work under pressure, managing deadlines and conflicting priorities.
- Attention to detail with a result-focused approach.
- Advanced analytical skills to extract insights from income data, informing business decisions.
- Proven stakeholder engagement (internally and externally).
- Strong proficiency in MS365 systems + income collection software.
- Strong motivational alignment with Riverside’s values & customer-centric culture.
Desirable
- Experience in project management.
- Track record of continuous improvement, enhancing service performance.
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Why Choose Riverside?
Riverside has been transforming lives for over 90 years, championing affordable housing, skills development, and community regeneration. With a portfolio of 75,000+ homes from Irvine to Kent, we offer:
✅ Competitive pay & generous pension ✅ 28 days holiday + bank holidays ✅ Flexible work options ✅ Professional development & tech investment ✅ Broad range of employee benefits
Diversity & Inclusion
A Disability Confident Employer, Riverside guarantees interviews for: → Applicants declaring disabilities who meet role requirements.
Application Note: Apply early as closures may occur before the scheduled deadline. Riverside prioritises potential over experience—apply even if you don’t meet all criteria.
Additional Notes The organisation is expanding with plans to deliver 15,000+ affordable homes in the next decade.
For role detail, values, and behavioural expectations (including cultural inclusivity): 🔹 Riverside’s Values Framework 🔹 Inclusive Workplace
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