The Housing Income Team at Norwich City Council is looking for an Income Officer to join its busy and diverse Income Team. This is a great opportunity to become part of a fast-paced, ever-adapting, and friendly team of Income Officers and help deliver outstanding customer service to our residents, colleagues, and external partners.
As an Income Officer with Norwich City Council's Housing Income Team, you will be responsible for the effective implementation of the rent arrears recovery policy and procedures. You will contribute to the provision of support for those who need it, set up sustainable repayment arrangements, as well as provide signposting to relevant advice agencies.
You will provide basic welfare benefits and debt advice to our customers and present possession proceedings in court when necessary. This job involves lone working, visiting customers in their homes, and offering solutions to assist with the payment of rent arrears.
Key Responsibilities:
1. Responsible for reducing tenant rent arrears and outstanding court costs with the Council's housing stock.
2. Handle queries and complaints to provide tenants with high-quality customer services and ensure high levels of customer satisfaction.
3. Provide debt awareness and welfare rights advice and encourage the take-up of welfare benefits and assistance.
4. Instigate legal proceedings and administer court applications regarding the recovery of tenant debts, including representing the Council at County Court Hearings and carrying out evictions as required.
5. Assist in making recommendations on current tenant debt recovery policies and procedures and contribute to the overall performance of the Income Team.
6. Stay aware of and keep up to date with current relevant legislation.
7. Operate working protocols with the Tenancy service and other Council departments to ensure smooth, effective delivery of a joined-up service to residents in neighborhoods.
8. Ensure compliance with key performance indicators and targets.
9. Be flexible in duties and carry out other responsibilities commensurate with the grade and within the general scope of the job, as requested by management.
10. Carry out duties and responsibilities in accordance with relevant Norwich City Council policies and procedures, within legislation and any code of professional ethics of the relevant professional body.
11. Maintain a high standard of customer care in the context of the council's core values, uphold the Equality and Diversity Policy and health and safety standards, and participate in personal learning and development necessary for the post.
Key Skills:
1. Communicate well both verbally and in writing.
2. Approach work in an organized, methodical way with excellent attention to detail.
3. Ability to organize and manage a busy caseload with effective prioritization.
4. Be adaptable, accept personal responsibility, and problem-solve using personal initiative.
5. Able to work with a wide range of people, maintaining control and avoiding confrontational situations.
6. Good negotiation skills with a persuasive manner.
7. The ability to analyze, manipulate, and interpret data from a variety of sources.
8. Complete tasks and respond promptly to residents' inquiries.
9. Demonstrate a strong commitment to teamwork.
10. Demonstrate an understanding of and commitment to diversity issues.
11. Follow policies and procedures and make recommendations to improve service delivery.
12. Work in a pressurized, fast-moving environment.
Interviews will be held at City Hall in person.
For more information on this post, please contact Vicky Dyas at 01603 989337.
Minimum qualifications: Numeracy and literacy qualifications (GCSE equivalent, grade 4/C and above).
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