Benefits: Competitive Annual Leave, Pension and Access to Westfield Health.
Job Type: Permanent
Income Recovery Officer
Location : Birmingham
Salary : £2 5,000 per annum
Job title: Income Recovery Officer
We have an opportunity for an Income Recovery Officer to join our organisation.
The Income Recovery Officer will be based at our offices in Birmingham and will be required to travel to different locations across the West Midlands .
Adullam offers the following benefits.
* Salary up to £ 25,000 for 37.5 hours per week
* Competitive Annual Leave (25 days annual leave and 2 extra days added for a year of no sick days each calendar year)
* 1 year’s anniversary service payment of £500
* Training and career advancement
* Discounted Goods and services
* Pension
* Access to Westfield Health
* Life Assurance (4x Basic annual salary from the start of employment)
* Multidimensional wellbeing programmes and family-friendly policies for staff.
* Refer a friend policy
Adullam Homes Housing Association Ltd supports vulnerable individuals and households.
We provide quality housing, deliver tailored support plans, training, education, and employment opportunities to help people achieve stable lives and realise their full potential.
PURPOSE OF THE JOB
Centrally manage the prevention and recovery of rent arrears and other debts for all tenure types (to include but not limited to rent accounts, sundry accounts & former tenant accounts) in an efficient manner in accordance with Policy and Procedure. Providing a professional and proficient customer-focused service to Adullam Homes residents.
Regularly liaise with the internal stakeholders to help tenants meet their tenancy obligations and retain their tenancy, providing financial assistance to the Housing and Operational teams.
The post holder will implement the various remedies for debt collection and enforcement that are authorised by legislation including undertaking direct negotiation with tenants and to signpost to outside agencies in order to promote tenancy sustainment. Including undertaking direct negotiation with debtors, enforcement agents and other agencies as well as identifying irrecoverable debts. The post holder is required to represent the organisation at court hearings in proceedings for non-payment of Housing Revenues Debts.
To assist the Housing Management Team with rental income and tenant service charges within agreed budgets. This post is based within the Housing Management Team which sits within the wider supported housing operational services. The Housing Management Team maintains very close links with our emergency and supported housing accommodation services teams throughout serval regions to ensure efficient and effective processes are in place. To manage rental income, rent top up, service charges and arrears with all of our residents.
KEY RESPONSIBILITIES
* Provide a first point of contact for customers contacting the Customer Services or Housing Teams regarding their rent account. Providing financial assistance to the Housing and Operational Teams.
* Assist with checking the business system for Housing Benefit claims issues spreadsheet and liaise with the Council Housing Benefits Department regarding Housing Benefit notifications that should have been received and any queries.
* Assist in updating the rent statement spreadsheets on a weekly basis, with new service users, movers and leavers, including any adjustments for working and overpayments.
* To manage cases of complex debts including current escalated cases, former tenant arrears and rechargeable debts contacting debtors by all lines of communication and in line with our policies and procedures. You will be managing your case load with minimal supervision using your skills, knowledge and experience to provide quality case management.
* You will contribute towards developing and implementing arrears and other collection policies and strategies for dealing with debtors and be responsible for meeting KPI’s.
* Develop effective working relationships with other teams to promote income maximisation and compliance of the Associations arrears.
* Ensure that customer information is input and maintained carefully using the in-house systems and processes and monitor progress to completion of tasks and actions.
* Provide information to callers ensuring that they understand any actions they may need to take and the consequences for not engaging.
* In accordance with the complaints procedure, deal promptly with complaints, including those from residents, promptly and effectively. Resolve, where possible, any issues raised.
* Handle customers personal information maintaining the highest level of confidentiality in accordance with GDPR regulations.
* Record information on relevant Housing Systems & databases and provide reports as required to the Intensive Housing Service Operations Manager.
* Improve cash collection and reduction in rent arrears and other debts by utilising tools available to maximise collections to achieve departmental KPI’s.
* To escalate debts through to litigation with the approval of the Intensive Housing Service Operations Manager and attend court to represent the Association in debt hearings.
* To undertake any other reasonable duties which may be identified by the Intensive Housing Service Operations Manager or Team Leader.
* This list is not exhaustive and the Job Holder will have plenty of opportunity to develop great skills and knowledge.
Culture, Values and Behaviour
* To articulate and personally demonstrate Adullam’s set of values and behaviours.
* To contribute to the building of a staff culture where every person feels empowered and valued.
Health and Safety
* To be aware of the Association’s policies and ensure they are carried out and that good practice is maintained.
* It is your responsibility to take care of your own health and safety and that of your colleagues. See attached Appendix 1 - general employee H&S responsibilities. Once in post additional H&S responsibilities maybe delegated.
Co-production
* Ensure Co-Production in all aspects of the services development, and embed Involvement at the core of service provision.
Relationships and Partnerships
* To create, maintain and enhance effective working relationships both internally and externally, and to challenge inappropriate, unproductive behaviours or behaviours or values that do not replicate those of Adullam.
* To cooperate with colleagues and promote and champion team working to ensure that the required performance outcomes are met.
Personal Development
* Contribute to the overall development of the Association by using individual skills, strengths and abilities.
* To actively participate in own supervision, annual performance review and objective setting.
* To fulfil own agreed personal development and training programme.
General
* To contribute positively to the Association’s efforts to ensure “Value for Money” of Adullam’s resources by delivering services with economy, efficiency and effectiveness .
* Any other duties that are deemed appropriate to the post.
* The responsibilities of this post may vary from time to time without changing the general character of the post or level of responsibility entailed.
The closing date is 9am, Tuesday 28 th May 2024.
We reserve the right to bring forward the closing date in the event that we receive sufficient applications. Previous applicants need not apply.
We are passionate about actively encouraging applicants from all cultures, backgrounds, and identities.We are committed to treating our teams fairly and with respect, irrespective of their background, disability, or any other protected characteristic and this starts with our recruitment process.
Adullam Homes Housing Association Ltd. is committed to safeguarding and promoting the welfare of children, young people and adults accessing our services. We expect all staff, volunteers, and workers to share this commitment. The successful candidate will be subject to Basic DBS check and satisfactory references.
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