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Form of work
SalaryJob Summary:
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 the provision of a high-quality customer-focused advice, assistance and support service. You will be a key player in ensuring prompt and effective early action is taken to control and recover outstanding arrears to eviction stage and other associated debts.
Duties and Responsibilities:
- To contribute to the provision of a high quality, customer focussed Income and Money Advice Service with a focus on prevention and tenancy sustainment whilst maximising the Clients rentail income stream.
- To build effective professional relationships with customers and stakeholders, maintaining professionalism at all times.
- To undertake all aspects of income and debt recovery casework in accordance with relevant procedures, ensuring that action is prompt and appropriate utilising all avenues of recovery including but not limited to letter, telephone, SMS messaging, e-mail and home visits
- To prepare cases for submission to Court and represent SMBC in the County Court on possession and eviction cases as required.
- To be fully conversant with County Court procedures including liaison with Court officials, Bailiffs and Legal Services as required.
- To evaluate the financial position of customers who have an outstanding debt and are finding it difficult to make payments, to provide customers with practical support and advice to clear their debt, manage and budget their income to sustain their tenancy, referring customers to internal and external support/advice agencies where appropriate.
- To provide initial advice on housing benefit/universal credit and other welfare benefits liaising with and making referrals to the relevant agencies, ensuring that regular updates are obtained to secure an effective outcome
- To contribute to and implement practical measures to mitigate the impact of Welfare Reform, ensuring always that the relevant legislation is utilised to secure an outstanding debt,i.e. applying for Third Party Deductions, Managed Payments and Discretionary Housing Payments.
- To maintain accurate records/files relating to customers with an outstanding debt, ensuring that such records are updated in a timely manner
- To keep up to date with policies, procedures and legislation affecting the Service Area and post
- To assist the Rents Team Co-ordinator in collating the required information in order to effectively respond to MP and Councillor enquiries
- To review outstanding arrears cases on a regular basis
- To review outstanding arrears cases on a regular basis
- In addition to all the responsibilities listed above, all employees must be flexible in their approach and undertake other duties as appropriate to achieve the objectives of the post and to assist the Thematic Area in the fulfillment of its objectives commensurate with the post holders salary grade, abilities and aptitudes
- Literacy level 2 (or equivalent) and Numeracy Level 2 (or equivalent)
- A minimum of 2 years’ experience of working in a rent arrears recovery/income collection environment
- Excellent negotiation and communication skills
- Excellent customer service skills
- Ability to work with minimal supervision
- A performance-driven work ethos
- A desire to help customers to sustain their tenancies
- Highly organised and understand the importance of attention to detail
- A good working knowledge of arrears management procedures and processes
- Ability to use own initiative when supporting vulnerable customers and dealing with complex arrears cases
- A good working knowledge of Universal Credit
For more information, please contact Megan Paxton at
