About the role Role Summary To provide an effective income recovery service by maximising revenue through prompt and consistent arrears management and debt recovery with a high regard to Customer Care. To establish, develop and maintain good working relationships with internal and external bodies to facilitate the provision of a quality service by the team and represent the organisation as required. Salary: Salary range from £34,039 to £39,331 per annum Hours of Work: 35 per wekk Contract: Fixed Term Contract (12 months) Probation Period: 6 months Notice Period: 1 month Who are we? We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area. Why Choose Us Contributory pension scheme 4% to 10% matched contributions Hybrid working Free onsite car parking Life assurance of 4x annual salary (Terms and Conditions apply) 30 days annual leave in addition to bank holidays Two volunteer days per year Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions) Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses Extensive annual Staff Wellbeing programme Enhanced maternity, paternity, and shared parental leave provision Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.) Annual flu vaccinations Access to an extensive range of corporate discounts on shopping, travel & days out Social events, including lunchtime walking, rounders, festive Fridays Travel loan KEY OBJECTIVES: Managing a portfolio of debt recovery cases as agreed with the Income Services Manager. The range of debts may include (but is not limited to): Former Tenant rent arrears; Recharges; Court costs; Current rent arrears. Maintaining the housing management computer system, ensuring that all arrears actions are recorded accurately and appropriately. Regularly monitoring of accounts, initiating appropriate action where necessary and applying a consistent approach to arrears management for both current and former tenants by complying with the arrears policy and procedure. Providing advice and information to tenants/customers by telephone, letter or in person and carry out interviews with tenants/customers, establishing and monitoring repayment agreements. Liaising and meeting, as necessary, with internal teams and external bodies such as local authority housing benefit departments and the DWP (including Verification of rent and service charges) to resolve payment queries, to maximise income and minimise assessment delays. Providing and maintaining comprehensive welfare benefits advice to tenants/residents. Administering housing benefit and UCHE overpayments by ensuring validity of demands, maintaining accurate correspondence records, entering appeals on behalf of the company, liaising with tenants. Responding to queries and arranging appropriate repayment methods. Taking appropriate legal action in accordance with policy and procedures including requesting and presenting at court hearings where appropriate. Identifying potential blockages to delivering an excellent standard of service and making or recommending changes to remove any problems. Producing accurate, well presented documents/reports with recommendations as required. Maintain a good understanding of relevant legislation and Government policies, regulations and procedures. Share information with colleagues and other departments to ensure continuity of service. To understand and appreciate the wider context for the work of the department/team and liaise with other departments/teams to ensure that the Group’s objectives are optimised. General To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible. Recognise, respect and promote the different roles and diversity of all individuals. To actively contribute towards key performance indicators and professional standards. Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly. To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives. To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge. Attend and participate in training and other meetings and staff events as required. Be an effective member of your team, presenting a positive impression of your section and the business. This job description is a guide to the nature of the work required. It is not comprehensive and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected. This role requires the individual to travel to various sites across our housing stock and it is expected that an individual in this role has a full driving licence and access to a car with relevant insurance Key Dates Applications Close: 17th March 2025 Interview Dates: 25th March