Job Category : Admin / Clerical
Location : Sutton Gate, Sutton Housing Partnership
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 08:45
End Time : 17:00
Salary: £17.39
To maximise income collection in the areas of Service Charges and Major Works. You will also
assist approximately 1450 homeowners with their billing and account inquiries,
communicating by phone, email, sending arrears reminder letters and arranging home
visits when necessary. You will also help to monitor and respond to team emails and
assist with calculating the service charge actuals for leaseholders each year. This will
involve collating data and ensuring accurate charging is applied across all of the
services provided to our leaseholders.
Key Responsibilities:
⦁ Uphold SHPs Values, Behaviours & Leadership expectations at all times (see overleaf)
⦁ Make prompt contact and effectively manage service charge and major work accounts.
⦁ Provide information on payment options and if necessary refer leaseholders to sources of advice.
⦁ Refer appropriate service charge and major work debts to external solicitor.
⦁ Recommend debts/credits for writeoff/write-on.
⦁ Identify and process refunds when accounts are in credit.
⦁ Encourage payment by direct debit, create direct debit payments, and monitor direct debit payments and action direct debit BACS reports.
⦁ Take payments over the telephone by debit or credit card.
Essential:
⦁ Customer Focused experience and committed to delivering excellent services and continuous improvement
⦁ Ability to work under pressure, prioritise workloads and work to deadlines
⦁ Excellent written and verbal communication skills. Ability to write clearly and creatively in a range of formats
⦁ Respond positively to support the team during periods of heavy workload or situations requiring a flexible approach
⦁ To be able to work without supervision and as part of a team
⦁ Good standard of numeracy, literacy and ability to use IT systems and software and have a good working knowledge of
Microsoft Word, Excel and Outlook
⦁ Work to achieve personal and team targets by participating in team initiatives including occasional evening and Saturday working for which time off in lieu will be given.
⦁ Work proactively to achieve SHP aims and objectives by meeting individual targets as agreed via appraisal/supervision.
⦁ Use information technology accurately and effectively in accordance with SHP codes of conduct.
⦁ Collaborate positively with all SHP staff to cover essential customer services as necessary.
⦁ Attendance at resident forums, meetings with the Council and external agencies as required.
⦁ Assist with the calculations of service charge actuals, keeping to deadlines and assisting with the printing and enveloping of invoices.
⦁ Carry out any other duties within the scope of the grade as required by the line manager.
⦁ Carry out duties and responsibilities in accordance with SHP Core Values, Standards, Targets, Policies and Procedures.