Income & Financial Inclusion Manager Direct Reports - Regular Contacts Customers, Managing Agents, Local Authority Officers, Benefit departments and Peers Responsible to Head of Housing Job Purpose To ensure that the client maximises its income through the effective collection of rent, service charges and other income owed to it by current and former tenants, leaseholders, Local Authorities and the Department of Work and Pensions, working supportively and proactively with the aim of keeping people in their homes. The ideal candidate will have experience of meeting tight deadlines, working in a fast paced ever changing environment as well as being very flexible to cover tasks outside of the normal job specification being part of a small, growing team. Key Accountabilities Arrears Prevention * To provide an excellent customer focused service for all the residents ensuring that residents are aware of their responsibility to pay their rent and/or service charges on time and regularly, and to advise on preventative action to be taken to stop them falling into arrears. * To advise residents from sign up on welfare benefits – to offer advice and encourage debt counselling and refer residents to specialist advice. To complete claim forms on behalf of residents and verify claims on behalf of the Local Authority. * To keep up to date with best practice on arrears prevention, putting forward ideas and suggestions for service improvements. Income Collection & Financial Inclusion * To be responsible for the collection of rental and/or service charge income, including cyclical works and other housing related debts. * To liaise with local authorities/DWP regarding the processing and progress of individual Housing Benefit/Universal Credit claims. Chase the progress of Housing Benefit/Universal Credit applications and overpayments where appropriate * To carry out regular home visits in connection with income recovery or arrears prevention and to serve notices of seeking possession. * To keep up to date with legislation regarding arrears collection and keeping up to date on welfare benefit entitlements, particularly housing related benefits. * To prepare all paperwork for the service of notices, possession proceedings, formal demands, County Court Judgements and evictions. To attend Court, First-Tier Tribunals and carry out d.i.y possession action representing the HA in rent and service charge related cases. * To implement the HA’s former tenant arrears policy and procedures including action in the Small Claims Court and use of tracing and debt collection agencies. * Assist vulnerable tenants through referring to external support agencies, where appropriate, to ensure that tenancies can be sustained, and tenant’s needs are met. * To be responsible for posting payments on to an account accurately and in a timely manner and to assist with rent conciliation as and when required. General * To work in partnership with other customer facing teams, being flexible over tasks and responsibilities to ensure the best customer service to residents. * A flexible approach to working hours will be required in order to meet the needs of residents. This will involve some evening and occasional week-end work. * To support the organisations vision (especially as it applies to self-built properties). * To carry out all responsibilities in line with the HA’s policies and procedures, being mindful to champion the diversity of our customers and colleagues and ensuring that our services are delivered in an inclusive way. * To undertake any other duties at the request of the Senior Leadership Team from time to time Person Specification * Degree of relevant professional qualification or substantial experience delivering Income management services in the social housing or a similar sector * Strong track-record of achieving arrears reductions and delivering excellent Customer Service. * A naturally innovative mindset, applying creativity to issues and or challenges. * Demonstrable communications skills on paper and in person to different audiences. * Experience of establishing effective systems and processes of control, reporting and project management * An up-to date knowledge of legislation relating to this post. For further details, please contact Ollie at Apex Resources