Norwich City Council is seeking an Income Assistant to join the Housing Income & Rents team. This role involves supporting the recovery of housing debts, managing rent accounts, and contributing to projects aimed at improving service delivery and customer experience.
Desirable Skills
* Effective time management
* Strong communication skills
* Confidence with numeracy
* Great team working
* Attention to detail
Key Responsibilities
* To support the delivery of income collection and rent accounting.
* Recovery of former tenant’s rent arrears, garage arrears and rechargeable repairs debt.
* Operate electronic accounting systems in relation to housing rent accounts.
* Calculate accurate Direct Debit instalments for payment of housing and garage rent.
* Process rent account adjustments with keen attention to detail in line with our policies and procedures.
* Communicate effectively both verbally and in writing to internal and external customers.
Responsibilities
* To support the delivery of income collection and rent accounting.
* Ensure the recovery of former tenants rent arrears, garage arrears and rechargeable repairs through effective management of former tenancy rent and sub accounts in accordance with policies and procedures.
* Advise tenants on the most appropriate payment method for debt repayment, updating systems accordingly.
* Contribute to the provision of support for those customers in receipt of Universal Credit; setting up payment plans and signposting to relevant advice.
* Negotiate with tenants to reach a sustainable agreement to repay housing debt whilst ensuring a maximum affordable amount is agreed.
* Ensure casework is escalated through appropriate recovery stages in a timely manner.
* Submit cases for administrative write off in line with policy and procedures.
* Operate electronic accounting systems in relation to housing rent accounts.
* Calculate and reconcile large financial figures within strict statutory requirements/timescales.
* Process rent account adjustments in line with policies and procedures.
* Liaise with internal and external agencies as appropriate providing accurate and timely information as appropriate.
* Operate systems and procedures ensuring effective and timely communications whilst delivering a high standard of service and customer satisfaction.
* Communicate policies and procedures regarding the delivery of housing income and rents service effectively to both internal and external customers.
* Assist the Team Leader in making recommendations on rent accounting and housing debt recovery policies and procedures.
* Operate working protocols to ensure a smooth, effective delivery of a joined up service to our tenants and neighbourhoods.
* Maintain administrative data collected.
* The administration of Court work relating to possession of Council properties under instruction of the Income officers.
* Identify cases that are suitable for referral to Money / Budget advisers and/or specialist tenancy support.
* Work towards the attainment of targets and KPI’s.
* Promote, implement and comply with the Council’s corporate strategies, policies and practices in relation to employment and services.
* Promote and comply with Diversity policy.
* Adhere to Health and Safety policies.
Skills Required
Communicate clearly both verbally and in writing.
Demonstrate a strong commitment to team working.
Use own initiative, organise own work, is adaptable and accepts personal responsibility.
Good interviewing skills both face to face and on the telephone.
Able to work with a wide range of customers, always be in control and avoid confrontational situations.
Approach work in an organised methodical way with excellent attention to financial detail and ability to meet targets within strict timescales.
Complete tasks and respond to customer enquiries.
Work in a pressurised, fast moving environment with by tight deadlines.
Demonstrate an understanding of and commitment to the Councils Diversity Policy.
Follow policies and procedures.
Learn new work practices.
Educational Requirements
* Qualifications: Numeracy and literacy qualifications GCSE C+ grade or equivalent.
* Experience: Use of a wide range of IT systems, which include databases and excel spreadsheets. Customer Contact in a Housing related field.
* Knowledge and Experience: Office and Administration Work. IT skills and fully conversant with Microsoft Office and computerised Housing Rents applications. Reasonable level of numeracy. Effective Time management skills. Legislative requirements in relation to landlord’s obligations under its income collection responsibilities.
Benefits
* All employees are eligible to join the Local Government Pension Scheme (LGPS).
* Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees.
* In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas.
* Norwich City Council supports its employees through the provision of occupational health and employee assistance support.
Equal Opportunities Policy
The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced. Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.
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