Teqniq is searching for a Resident Services Officer to work in the public sector. Job Description: To carry out a range of duties as directed within Resident Services, to the Boroughs housing residents, irrespective of tenure. With a strong focus on income collection maximisation and client relations, officers will provide excellent services to customers. To provide an effective income recovery service that maximises income collection and debt recovery whilst providing a customer focussed service for residents in a range of housing provided by the workplace including leasehold, permanent and temporary accommodation. To be responsible for enforcing the terms of tenancy or lease, and co-ordinate enforcement through to court action, primarily on rent recovery or service charge arrears, but also for breaches of lease and tenancy conditions and other grounds as appropriate. To deliver the service using a digital by default approach, ensuring those who may be disadvantaged are identified and supported. Key Tasks & Accountabilities: Key tasks and accountabilities are intended to be a guide to the range and level of work expected of the post holder. This is not an exhaustive list of all tasks that may fall to the post holder and employees will be expected to carry out such other reasonable duties which may be required from time to time. To undertake all responsibilities listed below: 1. To respond to routine enquiries from residents, in person, through correspondence and by telephone. 2. To ensure personal objectives and targets are met. 3. To interview residents by phone, in the office or via home visits as required. 4. To maximise all revenue streams to improve income collection rates and minimise the levels of debt to the workplace. To monitor arrears cases and ensure that prompt action is taken, including liaison with revenues & benefits, mortgage lenders and instigating legal proceedings. 5. To actively promote to residents the range of payment methods available and signpost customers to the relevant financial or other support available. 6. Provide expert advice and information to residents in respect of interventions for managing arrears and welfare benefit entitlements. 7. To assist vulnerable residents to sustain their tenancies and address tenancy breaches, including liaison with support networks, reporting and signposting adults that have been identified as having support or other needs to the appropriate services. 8. To investigate and to manage all breaches of lease and tenancy until resolution, in partnership with other workplace services and external agencies. 9. To prepare and submit applications to the County Court or First Tier Tribunals in relation to breaches or arrears, seeking and enforcing judgement. Attend Court or Tribunals to represent London Borough of Newham as necessary. 10. To carry out evictions where possession or forfeiture has been obtained, including arranging for properties to be secured, removal of goods and storage and offering advice on homelessness to those evicted. 11.To process applications in respect of the 'Right to Buy’ scheme in accordance with statutory requirements, timescales and the workplace’s policy and procedures, interviewing prospective purchasers as appropriate and providing relevant advice. 12.Facilitate the property selection and sales process for the workplaces Newshare shared Equity scheme and working with external agents to ensure sales targets are achieved. 13.To process property resales (assignments) using relevant IT systems, ensuring that information is provided in accordance with statutory requirements and the workplace’s policy and procedures. 14.To issue, within tight deadlines, appropriate formal S.20 consultation notices to leaseholders for all capital works schemes, other repairs and other services provided, in compliance with legal requirement, ensuring that all responses from leaseholders are considered and responded to appropriately. KNOWLEDGE & QUALIFICATIONS: A demonstrable understanding of multi tenure housing management. Specialist knowledge in at least one of the following areas: Income Collection and Debt Recovery Tenant and leasehold management and compliance Major Works consultation processes Right to Buy Tenancy sustainment. A clear understanding of Customer Services. Knowledge of First Tier Tribunals, and/or County Court proceedings relating to housing residents. Knowledge of methods to achieve effective income recovery including welfare regulations. Knowledge of relevant legislation with relating to the management of workplace tenancies and leases. An awareness of how to operate in a commercial environment. EXPERIENCE: A minimum of 2 year’s experience of working in a team within a residents services environment. A minimum of 2 year’s experience of at least one of: Income collection and debt management within a public sector environment. Processing right to buy applications. Leasehold management, consultation and compliance. Tenancy management and compliance. Tenancy Sustainment. SKILLS AND ABILITIES: Ability to communicate clearly, courteously and patiently with members of the public and with colleagues. Ability to prioritise workload and use own initiative. Able to use a range of IT systems. Able to make a positive contribution to deliver value for money. The post holder may be required to work evenings, weekends and occasional public holidays. TEQ-0425 INDJS1 Disclaimer : On applying for this vacancy, you agree that your personal details will be passed onto our client, (or any third parties we have dealings with) for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify teqniq of any hirer who I do not want my details to be passed onto.