We are recruiting for two Team Leaders within the Housing Income Team.
One Team Leader will be responsible for managing a team of Income Officers who deal with the recovery of current rent arrears from the Council's tenants.
The second Team Leader will be responsible for the management of a team of Budget and Money Advisers who offer advice and support to our customers around budgeting, debt advice and maximising their income.
Job Description
Team Leader duties include:
1. Implement, manage and develop policies and procedures for debt recovery and income collection including the appropriate audit trails.
2. Be aware of, and keep up to date with, current relevant legislation and best practice in the prevention, management and collection of rent arrears.
3. Manage complex queries, including enquiries from MPs and councillors and deal with escalated calls and enquiries to provide high quality services and ensure high levels of customer satisfaction.
4. Process customer complaints following corporate procedures for resolution and identify and implement remedial action where possible to minimise repetition.
5. Ensure that financial inclusion, arrears prevention and welfare rights advice provision is effectively communicated, actively promoted and used throughout the council.
Responsibilities
Team Leader responsibilities include:
1. The management and support of a team of Income Officers, Income Assistants, Money Advisers and Budget Advisers to minimise rent arrears, other housing debts and outstanding court costs in the housing stock.
2. Develop, appraise and train staff within the team and in other council services on all aspects affecting the delivery of the Housing Income service.
3. Set targets for and monitor team performance and ensure compliance with key performance indicators.
4. Supervise the instigation of legal proceedings and oversee the administration of court applications in respect of the recovery of current tenant debts, including representing NCC at County Court hearings and carrying out evictions as required.
5. Manage the delivery and promotion of arrears prevention and money advice to all customers of the council.
6. Monitor compliance with the council's housing policies and procedures within the team, the landlord service and throughout the council.
Skills Required
Skills and experience required:
1. Ability to manage, motivate, appraise and develop staff, ensuring team members contribute to required standards and ensuring effective team behaviour.
2. Demonstrate the ability to guide individuals and teams through significant change.
3. Ability to analyse financial/statistical data and make recommendations.
4. To monitor team performance against performance indicators and report back.
5. Substantial experience in the field of rents and arrears collection.
6. Experience of dealing with complex enquiries from a diverse range of customers who may be upset or angry at times.
7. Have a good knowledge of the legislative requirements relating to landlords’ obligations under its rent collection responsibilities and knowledge of court procedures for possession cases.
8. Possess effective time management skills. Demonstrate the ability to plan, prioritise and deliver effectively.
9. Demonstrate outstanding communication skills (verbal and written) and the ability to negotiate.
10. Possess good IT skills and be fully conversant with Microsoft Office and computerised Housing Rents applications.
11. Ability to work flexibly, prioritise and make sound judgments on the needs of clients in often stressful and pressurised situations.
Educational Requirements
Literacy And Numeracy Qualifications Required.
Why work for us
Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.
We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
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.
Benefits
We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
* 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.
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