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The Role
The role is to assist in the day to day management of the Income Team, delivering a high performing ,customer focused Service across all geographical areas where there is NCC housing stock. The successful candidate will support the delivery of the operational functions of the team , including Income collection, rent recovery, recovery of former debt, rechargeables and service charges as well as dealing with complex cases and supporting the welfare benefit officers and newly established tenancy support team.
Key to the role is ensuring that all appropriate legal action is instigated and followed in accordance with the Councils policies and procedures and Government Legislation. Assisting team members in day to day case management issues which arise and provide direction in complex cases.
Day to day working will include assisting the Income Manager in ensuring quality of work and ensure workload is effectively managed, assisting in the improvement of services and the development of policies and procedures. The Senior Income Officer is also responsible for assisting in developing new initiatives, reviewing existing practices and contributing to the broader development and the growth of the service functions and drive a performance culture with a focus on continuous improvement, accountability and personal responsibility.
Requirements of the job
The role is to co-ordinate the work of a team of Income Officers to ensure efficient and effective Housing services are provided to the required standards across all areas including GRT sites. Plan, schedule and allocate work to achieve set quality and performance standards ensuring that all staff fully understand their role.
- Income Recovery Experience and Welfare Benefit knowledge is required
- CIH level 3 in housing practice or equivalent and / or commitment to undertake a professional housing qualification.
- UK driving license
- Ensure the effective management of team workloads in the absence of the Income Manager assisting the Income Manager by ensuring quality case work through auditing, monitoring and other quality checking.
- Assist in creating a culture of payment amongst customers and work collaboratively with all Income team members to ensure income is maximised and debt for customers is minimised.
- When required, attend Court hearings, and evictions.
- Assist to identify staff development needs, help to arrange training and act as coach and mentor as appropriate, assisting the Income Manager in recruiting new members to the team when required.
- Develop policy, procedures, deliver strategies, promotion and funding initiatives to bring the service’s business plans and objectives into effect.
- From time to time, undertake investigations and projects under the direction of senior members of staff and in accordance with service standards.
- Contribute to the maintenance of effective management and communication systems within the service in conjunction with senior colleagues.
- Maintain appropriate legal documentation and work records to the required service standards, observing data protection, privacy and confidentiality rules and procedures.
- Meet all operational KPI’s and targets for the Income team, provide performance information and produce management reports as required.
- Assist the Income Manager in monitoring relevant budget headings to ensure effective spend against established targets.
- Liaise and arbitrate with tenants, elected members, clients, support services and Directorates of the County Council
- Represent the interests of Housing Services and the County Council at public meetings, district or parish council meetings, public enquiries etc attending meetings on behalf of the Income Manager as required .
- Support the Team when dealing with customers with high vulnerability issues and dealing with sensitive information in relation to an applicant or family's circumstances for example serious DV case and cases of a sexual nature and other Safeguarding cases.
- Support the Welfare Benefit Officers, providing advice and assistance around tenancy affordability and the hardship fund.
For further information about this vacancy, please contact Donna Gallagher on 07428783581 for an informal discussion
Why choose us?
Northumberland is world-renowned as a visitor destination and an ideal location to strike a perfect work/life balance. There is no better way of enjoying the picturesque scenery and stunning coastline than on an everyday basis!
Northumberland County Council’s (NCC) vision is “To make Northumberland a county which you regard as a great place to live, in which you can access the activities you enjoy, whilst having the opportunity to learn and thrive”.
For further information about NCC, please visit our website.
We have some outstanding benefits to offer you, including:
- 26 days annual leave plus public/bank holidays, rising to 31 days after 5 years of service (pro rata for part-time employees)
- Automatic enrolment into the Local Government Pension Scheme
- Flexi scheme – up to 2 days flexible leave available per month (pro rata for part-time employees)
- Local government discount schemes available to all employees with offers at local businesses along with various national brands
- Commitment to work/life balance offering flexibility through various schemes including job sharing, home working, flexible working, term-time only, and compressed hours
- Car leasing scheme
- A starting salary of £33,024 - £36,648 (Band 7)
Further information
Please note that this is a permanent position but applications on a secondment or part-time basis would be considered for the right applicant. For guidance on completing your application and for information about our Equality and Diversity principles, please check the Northumberland Council website.
We are proud to be an equal opportunities employer. We operate a guaranteed interview scheme for disabled applicants who meet the essential criteria. If you wish to notify us of your eligibility for this scheme, please email hrrecruitment@northumberland.gov.uk or ring 01670 623930 with your name and the job title you have applied for and one of the recruitment team will ensure this is factored into the shortlisting process and kept anonymous. If you have a disability and would prefer to apply in a different format or would like us to make reasonable adjustments to enable you to attend an interview, please also let the team know. This information will be treated as confidential and will only be used to check that you meet the essential requirements of the post. Although we advertise on North East Jobs, and other websites, your application process will be directed to our Tribepad system. Please note that all communication regarding your application for this post will be sent to the email address that you have registered on Tribepad, including your invite to interview if you are shortlisted. Please check your emails regularly, including Spam/Junk, after the closing dates for notifications.
