Income Recovery Officer

My client is an established Housing Provider based in the West Midlands looking to recruit an Income Recovery Officer on a Temp to Perm basis. This is a fantastic opportunity for a housing specialist with rent recovery experience.

As the Income Recovery Officer, you will be responsible for many integral duties. some of which are the following:

PURPOSE OF THE JOB

Centrally manage the prevention and recovery of rent arrears and other debts for all tenure types (to include but not limited to rent accounts, sundry accounts & former tenant accounts) in an efficient manner in accordance with Policy and Procedure.

Providing a professional and proficient customer-focused service to all residents. Regularly liaise with the internal stakeholders to help tenants meet their tenancy obligations and retain their tenancy, providing financial assistance to the Housing and Operational teams.

The post holder will implement the various remedies for debt collection and enforcement that are authorised by legislation including undertaking direct negotiation with tenants and to signpost to outside agencies in order to promote tenancy sustainment. Including undertaking direct negotiation with debtors, enforcement agents and other agencies as well as identifying irrecoverable debts. The post holder is required to represent the organisation at court hearings in proceedings for non-payment of Housing Revenues Debts. To assist the Housing Management Team with rental income and tenant service charges within agreed budgets. This post is based within the Housing Management Team which sits within the wider supported housing operational services. The Housing Management Team maintains very close links with our emergency and supported housing accommodation services teams throughout several regions to ensure efficient and effective processes are in place. To manage rental income, rent top up, service charges and arrears with all of our residents

Key Responsibilities

1. Provide a first point of contact for customers contacting the Customer Services or Housing Teams regarding their rent account. Providing financial assistance to the Housing and Operational Teams.

2. Assist with checking the business system for Housing Benefit claims issues spreadsheet and liaise with the Council Housing Benefits Department regarding Housing Benefit notifications that should have been received and any queries.

3. Assist in updating the rent statement spreadsheets on a weekly basis, with new service users, movers and leavers, including any adjustments for working and overpayments.

4. To manage cases of complex debts including current escalated cases ,former tenant arrears and rechargeable debts contacting debtors by all lines of communication and in line with policies and procedures. You will be managing your case load with minimal supervision using your skills, knowledge and experience to provide quality case management.

5. You will contribute towards developing and implementing arrears and other collection policies and strategies for dealing with debtors and be responsible for meeting KPI s.

6. Develop effective working relationships with other teams to promote income maximisation and compliance of the Associations arrears.

7. Ensure that customer information is input and maintained carefully using the in-house systems and processes and monitor progress to completion of tasks and actions.

8. Provide information to callers ensuring that they understand any actions they may need to take and the consequences for not engaging.

9. In accordance with the complaints procedure, deal promptly with complaints, including those from residents, promptly and effectively. Resolve, where possible, any issues raised.

10. Handle customers personal information maintaining the highest level of confidentiality in accordance with GDPR regulations.

11.Record information on relevant Housing Systems & databases and provide reports as required to the Intensive Housing Service Operations Manager.

12. Improve cash collection and reduction in rent arrears and other debts by utilising tools available to maximise collections to achieve departmental KPI s.

13. To escalate debts through to litigation with the approval of the Intensive Housing Service Operations Manager and attend court to represent the Association in debt hearings.

14. To undertake any other reasonable duties which may be identified by the Intensive Housing Service Operations Manager or Team Leader.

15. This list is not exhaustive and the Job Holder will have plenty of opportunity to develop great skills and knowledge.

This role would be ideal for the successful candidate who can start immediately as this is a Temp to Perm Opportunity. There is scope to discuss the salary if the role goes permanent and this is dependant upon experience and knowledge within the realm of housing, tenancy and Income Recovery.

Driving is essential as you may be required to attend meetings, post relevant duties across other sites/offices around the West Midlands.

The hourly rate for this role is between 20.00 and 22.00 per hour Umbrella. Dependant on experience.

If you have the skills and experience required, have housing knowledge and experience in debt recovery and are available at short notice, then please apply.

I look forward to reviewing your application.