P Job Description Job Title: Collections Officer Directorate: Neighbourhoods and Growth Grade: SO2 Reporting to: Collections Manager Main Purpose The post holder will work as part of a specialist team with responsibility for collecting service charges. They will be required to manage a large portfolio of service charge accounts and to maintain contact with account holders to ensure that payments are kept up to date, issuing letters and statements where necessary. They will be responsible for authorising payment plans and checking that these are maintained. Liaising with other teams as required, they will ensure that customers’ service charge queries are resolved. They will also be responsible for recommending legal action in instances of non-payment. The post holder will be expected to work to financial targets agreed with their manager. They will be required to have a good working knowledge of the Council’s IT and accounting systems, the law relating to service charges and the statutory legal basis of the landlord and tenant relationship, and of the principles of service charge account administration. In addition the post holder should ensure that the Council’s core values, expectations and service standards are promoted and upheld. Principal Accountabilities · Manage a portfolio of service charge accounts, working to targets set by the Collections Manager · Monitor individual accounts, determining and taking appropriate action to ensure that account holders pay service charges in accordance with the obligations under their lease · Authorise and check payment plans · Maintain contact with account holders through letter, email, telephone, or face-to-face as appropriate; issue statements and other account documentation on request from the account holder · Advise the account holder on the legal and statutory basis of service charges as appropriate · Investigate any issues raised by the account holder with the accounting process, with service charges, and other issues, working closely with other teams within Home Ownership · Advise the account holder on alternative sources of information, such as the CAB, and liaise with the CAB where necessary · Liaise with and respond to elected members on collections issues as required · Investigate issues with the lease and determine that service charges are in line with the provisions of the lease; ensure that any billing errors are noted and corrected · Ensure that any other queries are dealt with and resolved by the appropriate team; contact other teams as necessary and monitor the progress of queries to ensure that the account holder receives a satisfactory response · Ensure that the collections process is undertaken in line with statutory legislation and in accordance with the council’s standards · Ensure that customer accounts are handled with strict fiduciary control and that all transactions are fully audited and documented · Instruct court / recovery action as necessary · Request write-offs, write-backs and other account adjustments as appropriate · Report on performance to the Collections Manager Stakeholder Engagement and Partnerships · Liaise with residents, lending institutions, agents and solicitors as required · Liaise with members of the Council, the Citizens Advice Bureau and other external bodies to ensure that any queries raised during the collections process are addressed Generic Responsibilities · To carry out the duties of the post in accordance with the Data Protection Act, the Computer Misuse Act, the Health and Safety at Work Act, and other relevant legislation, as well as Council policies, procedures, standing orders and financial regulations. · To carry out the duties of the post with due regard to the Council’s Equal Opportunities Policy, taking responsibility, appropriate to the post, for tackling racism and all other oppressive and discriminatory practices, for promoting a positive recognition of differences and community cohesion and must at all times carry out their duties with due regard to the Council’s policies on equalities and the staff code of conduct. · To take responsibility, appropriate to the post for tackling racism and promoting good race, ethnic and community relationships. · To actively promote and uphold the Council’s code of conduct, values, priorities and service standards. · To undertake other duties appropriate to the grade as directed by management. PERSON SPECIFICATION Collections Officer It is essential that in your written supporting statement you give evidence or examples of your proven experience in each of the short-listing criteria marked Application (A) You should expect that all areas listed below will be assessed as part of the interview and assessment process should you be shortlisted. If you are applying under the two ticks scheme, you will need to give evidence or examples of your proven experience in the areas marked with “Two Ticks” (üü) on the person specification when you complete the application form. Shortlisting Criteria For link/career graded post, please mark knowledge, experience, and behaviours clearly for each grade. Key Knowledge K1 An good knowledge of leasehold issues, including but not limited to: service charges; repairs and maintenance responsibilities; current law and legislation A üü K2 Broad knowledge and awareness of current issues and developments affecting the management of council housing A üü Relevant Experience E1 Experience in leasehold management and practice, or of arrears management A üü E2 Experience in working as part of a customer-facing team, answering queries through a variety of channels within a customer focused organisation A üü E3 Experience of monitoring customer feedback A üü E4 Experience of working to performance targets and deadlines and of managing workload to meet targets A üü E5 Experience of liaising with resident, homeowner or comparable stakeholder groups A üü E6 Experience of working with property management and accounting IT systems A üü Qualification Relevant degree or professional qualification or equivalent experience Core Behaviours Focuses on People Is about considering the people who our work affects, internally and externally. It’s about treating people fairly and improving the lives of those we impact. It’s about ensuring we have the right processes in place. · Ensuring anyone who calls me receives the best response that can be given even if it is not my area of work · Being approachable and positive for my area of work and other services · Showing empathy to help people inside the council as well as outside · Ensuring I treat people equally and take time to listen to their needs · Being open, flexible and available · Respecting team goals and supporting new members · Providing support, advice and guidance üüApplication/ Interview Takes Ownership Is about being proactive and owning our personal objectives. It’s about seizing opportunities, driving excellence, engaging with the council’s objectives, and furthering our professional development. · Taking ownership of my task, breaking it down, engaging with persons involved, and reflecting if there is a more efficient way of achieving it · Going the extra mile, valuing success, being proactive and knowledgeable and taking the initiative · Working with teams and service areas to achieve positive outcomes and develop personal capabilities · Actively engaging in one-to- ones, appraisal process and team meetings · Take opportunities to learn new skills and develop ourselves üüApplication/ Interview Works Collaboratively Is about helping each other, developing relationships, and understanding other people’s roles. It’s about working together with colleagues, partners, and customers to earn their respect, and get the best results. · Finding out what other colleagues do and working closely with them · Networking with other teams to seek out mutually beneficial ways of working · Being a good team player and stepping in to assist manager or colleagues during absences · Sharing information, best practice and ideas with relevant networks and groups · Being approachable, listening and building constructive honest relationships · Regularly sharing success stories that lead to good outcomes üüApplication/ Interview Communicates Effectively Is about how we talk, write and engage with others. It’s about using simple, clear, and open language to establish positive relationships with others. It’s also about how you listen and make yourself open to conversation. · Breaking down our ideas to create a better understanding and communication between divisions and end users – simple is best to communicate well · Targeting the message to the audience, ensuring that everyone can access the information. · Listening for information from my manager and the council that can impact on your work · Sharing and passing vital and new information and reflecting back understanding · Escalating issues and opportunities straight away, ensuring risks are managed üüApplication/ Interview · Consider the use of interpreters and translators where needed Focuses on Results Is about ambition and achievement. It’s about orienting ourselves towards the end product and considering the effect of our service. It’s about making the right impact, having the right result and changing things for the better · Getting my work done to the best of my ability with the resources and finances we have · Thinking in relation to the ‘Borough Plan’, working well with colleagues to get good results · Making sure I understand my objectives and what I need to do · Working with my manager to develop my skills and knowledge · Keeping my manager informed of progress · Looking for opportunities to move forward · Alerting my manager when I need support · Delivering projects on time and within budget · Thinking about partnerships and the resources needed üüApplication/ Interview Page 6 of 6 Principal Accountabilities ? Manage a portfolio of service charge accounts, working to targets set by the Collections Manager ? Monitor individual accounts, determining and taking appropriate action to ensure that account holders pay service charges in accordance with the obligations under their lease ? Authorise and check payment plans ? Maintain contact with account holders through letter, email, telephone, or face-to-face as appropriate; issue statements and other account documentation on request from the account holder ? Advise the account holder on the legal and statutory basis of service charges as appropriate ? Investigate any issues raised by the account holder with the accounting process, with service charges, and other issues, working closely with other teams within Home Ownership ? Advise the account holder on alternative sources of information, such as the CAB, and liaise with the CAB where necessary ? Liaise with and respond to elected members on collections issues as required ? Investigate issues with the lease and determine that service charges are in line with the provisions of the lease; ensure that any billing errors are noted and corrected ? Ensure that any other queries are dealt with and resolved by the appropriate team; contact other teams as necessary and monitor the progress of queries to ensure that the account holder receives a satisfactory response ? Ensure that the collections process is undertaken in line with statutory legislation and in accordance with the council’s standards ? Ensure that customer accounts are handled with strict fiduciary control and that all transactions are fully audited and documented ? Instruct court / recovery action as necessary ? Request write-offs, write-backs and other account adjustments as appropriate ? Report on performance to the Collections Manager