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SalarySandwell Metropolitan Borough Council is looking to recruit Early Intervention and Tenant Support Officers within their Income Management Service. This is a new role and we are seeking outstanding and dedicated individuals who share our passion for improving customer’s lives.
You 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.
You 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.
We are interested to hear from applicants who can demonstrate the following:
- A minimum of 2 year’s experience of working in an advice/income collection environment providing income, financial or debt management advice
- Strong oral/written communication, time management, organisational and inter-personal skills
- Experience of dealing with vulnerable customers and customers who have complex/multiple needs
- Proven experience of delivering excellent services to customers both face to face and by telephone
- Experience of working to deadlines, prioritising and organising workloads
- An understanding of why tenancies fail and how early help can assist with tenancy sustainment
- Ability to be self-motivated, work on own initiative, achieve targets and deadlines
- Ability to be open minded sensitive and flexible in approach to the role
- Ability to forward think and anticipate changing demands, provide alternatives to customers, colleagues and management
- Be committed and performance driven
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.
The selection process will consist of a skills test and interview, only those successful following the skills test will be invited to attend the interview.
Previous applicants need not apply
For an informal discussion, please contact Liam Martin on e mail liam_martin@sandwell.gov.uk
Hours
37 hours per week
We reserve the right to close vacancies prior to their advertised date if we receive a large number of applications. Therefore, you are strongly advised to complete and return your application as soon as possible. When completing your application please refer to the supporting documents attached.
If you have a disability and require assistance in making an application, or have experienced a problem whilst applying for a position, please contact the Resourcing Team on 0121 569 3300 or via e-mail to: hr_resourcing@sandwell.gov.uk
For more information about working for Sandwell Council, our recruitment process and our offer to you please visit https://www.sandwell.gov.uk/info/200233/jobs
Supporting documents
Personnel Specification
Job Description
Information for applicants
