Permanent, Full Time
The Vacancy
If you have a background in customer service and housing, and are comfortable doing debt collection while working to performance targets, this could be the role for you.
You will need to have an eye for detail, be good at solving problems, and be a great team player. Most of all, you should be passionate about providing exceptional customer service. If this is you, we would love to hear from you.
This is an important role in which you will:
1. Manage a case load of customers’ accounts to meet service demands, applying Torus arrears policy and procedures in a fair and consistent manner to maximise collection and improve performance against agreed key performance indicators.
2. Contact customers to discuss the rent account over the phone and, when required, at the customers' home.
3. Respond to enquiries and requests for assistance, guidance, or advice from Torus customers on welfare benefits, money management, and debt, making appropriate referrals to Torus Foundation for assistance with employment skills, health and wellbeing, and other third parties.
4. Carry out basic benefit calculations and, if required, assist Torus customers to make a claim for housing benefit or Universal Credit.
5. Develop effective relationships both internally and externally to ensure the delivery of the team’s objectives.
To be successful in this role you will:
1. Be confident in using a wide range of computer packages to update customer accounts.
2. Have experience in income management and enforcement or debt collection.
3. Have experience in case management, including analysing customer accounts and keeping accurate records by updating computer systems.
4. Be confident and have experience dealing with members of the public, possessing excellent written and oral communication skills.
5. Have the skills to engage with team members, customers, and external partners to build relationships based on honesty, trust, mutual respect, and integrity.
6. Be organised, self-driven, and motivated, able to prioritise your own workload to ensure performance targets are achieved.
7. Be a great team player to ensure Torus meets rent collection targets and delivers first-class customer service.
PLEASE NOTE:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
1. Right to work verification
2. Qualification certificate check
3. 2x Completed references
4. OH Health Questionnaire – Fit For Work
5. DBS check (if required for role)
6. Completion of all new starter documentation including signed T&C’s
Happy to Talk Flexible Working
INDMED
We employ more than 1,500 people in a wide variety of jobs across the Liverpool City Region and in the wider North West. We don’t just build homes; our mission is to create stronger communities so people can thrive. If you‘re passionate about people and want to make a difference, there are many opportunities to join us.
Torus is an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. The Torus “A place where everyone belongs” approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with Torus’ Values. We appreciate the strength we gain from having and supporting our diverse teams. Diversity contributes to our inclusive culture and allows us to be truly representative of the communities we work in.
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