PURPOSE OF POST
1. To collect rent arrears and other debts, through early intervention with the emphasis on personal contact with customers
2. Ensure that customers gain access to financial advice to help
MAIN DUTIES AND RESPONSIBILITIES
Monitor rent and other debtor accounts and instigate appropriate and prompt action in accordance with policies and procedures.
Provide advice and assist tenants on
· Housing and Welfare Benefits
· Welfare Benefits
· Rent and rent due
· Repayment agreements
· What needs to be done to avoid further action being taken
· Payment options
· Money Advice, including undertaking income and expenditure checks to access the customers' ability to pay monies due and negotiate payment plans.
Take a pro-active approach in dealing with customers' enquiries by providing a consistent and flexible service, managing their expectations and keeping them informed, agreeing practical action necessary to achieve satisfactory outcomes
Ensure that any required legal action is taken on time and in line with procedures and attend Court, with or without legal representation
Work with and support the Enquiry Centre Staff on income related enquires
Maintain effective working relationships with other teams to develop a seamless approach to customer service.
Support and participate in any income management advice surgeries as required.
Maximise income by effective partnership with, Welfare Rights, Money Advice, Allocations Team and Housing Options Centre.
Identify, refer or sign post vulnerable tenants to appropriate support providers.
Contact and interview tenants by whatever means is appropriate both in and outside of office hours with the emphasis on personal contact with customers.
Maintain an up to date knowledge of all income recovery related procedures, processes and legislation as is necessary for the delivery of an effective service.
Contribute to the development and review of policies and procedures.
Arrange or take payments complying with Audit procedures.
Maintain accurate records of all actions taken as required.
Operate the verification framework protocol agreed and any other income management related protocols which may replace this.
This you are interested, please contact Martin Smith on 020 3478 9269.