East Kent - Patch has properties in Canterbury, Dover, Ramsgate, Margate and Herne Bay.
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.
Hours of Work:
35
Contract:
Permanent
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.
Meet your Manager
"I joined TCH two years ago, it’s a great place to work, and everyone is friendly and professional. I’m so glad that I joined the team here. When I’m not at work, I spend time with my kids, go to my allotment, and enjoy watching sport."
Sarah Anstey, Area Income Manager
What will you be doing?
Role Specific Responsibilities
* Managing a portfolio of debt recovery cases as agreed with the Area Income Manager. The range of debts may include (but is not limited to):
- Current rent arrears
- Former tenant rent arrears
- Recharges
- Court costs
- Shared Ownership rent arrears
- Leaseholder arrears
- Garage arrears
* Maintaining the housing management computer system, ensuring that all arrears actions are recorded accurately and appropriately.
* Regularly monitoring of accounts through the rent algorithm, 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 residents/customers by telephone, letter or in person and carry out interviews with residents/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 customers/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 customers.
* 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 equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
* Recognise, respect, and promote the different roles and diversity of individuals.
* To actively contribute towards the 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 participate in training, attend other meetings, and staff events as required.
* Be an effective member of your team, presenting a positive impression of your section and the Group.
* Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
* Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
* Maintain awareness of budget requirements and value for money while delivering your role.
* Consider and highlight any risk to the organisation or individuals whilst delivering your role.
* Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
* This role will involve visiting other offices and stock and you will be required to have your own car and full driving licence.
About You
Education & Qualifications
* Educated to GCSE standard or equivalent.
* Full UK driving licence and access to own transport.
* Experience working within an arrears management service or comparable financial/credit control background.
* Experience of correspondence with County Court, Solicitors and advice agencies as well as preparing legal documents, presenting cases in court and enforcement.
* Experience of working to and achieving targets.
* Experience of dealing with people and achieving positive results.
* Awareness of the requirements of the GDPR and legislation relevant to debt recovery.
Behaviours
* Clear, effective written and oral communication skills.
* High level of IT literacy including knowledge of Word and Excel, with the ability to write and run reports.
* Ability to adapt and respond to work in a pressurised environment.
* Ability to work without direct supervision and organise own workload.
* Determination to provide excellent customer service.
Why Choose Us
* Contributory pension scheme 4% to 10% matched contributions.
* Free onsite car parking.
* Life assurance of 4x annual salary (Terms and Conditions apply).
* 30 days annual leave in addition to bank holidays.
* 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.
* Enhanced maternity, paternity, and shared parental leave provision.
* Access to an extensive range of corporate discounts on shopping, travel & days out.
* Travel loan.
Our Values
Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.
Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorities.
We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:
TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.
We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.
Apply
Internal Applications
Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to the HR inbox.
For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.
Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.
If you have any questions, or require further clarification, please speak to HR.
External Applications
Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.
Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.
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