Here at Havebury Housing, we have a great opportunity to join our income team as an Income and Recovery Officer (12 month FTC). The role's purpose is to meet agreed business and strategic targets for Income Maximisation through collecting income on time and effectively, profiling customers, their personal circumstances, and matching a sustainable payment method and arrangement period, as well as identifying and mitigating risk for non-payment.
We own and manage approximately 7,500 homes in the east of England, working closely with other agencies and stakeholders within our communities. We build on the good foundations we have in place in being a customer-centric organisation, investing in our existing homes - including our zero-carbon journey - as well as building new homes.
We’ve also concluded a review of how we work in the future, with options around home and office flexible working, as well as a generous annual leave allowance and other benefits.
Outline of Key Responsibilities...
1. Take ownership and resolve enquiries and requests for service at the first point of contact: Incoming calls, outgoing calls, emails, SMS, post, myHavebury, and reception.
2. Understand reasons for individual customer arrears using a range of communication techniques and tools to identify solutions for remedial action and effective signposting. Manage those cases through to logical outcomes with supporting evidence such as Income and Expenditure, short-term arrangement for Debt Clearance, or sustainable debt plan.
3. Use customer data and effective communication in order to identify and resolve abilities to pay and enhance their financial inclusion. Proactively collect payments using customer data at the earliest intervention possible.
4. Identify all levels of arrears and understand individual deviation from initial arrangements for all arrears policies such as recharges, former, utility, leaseholder, and service charges.
5. Carry out home visits in connection with income recovery and arrears prevention. Attend home appointments to discuss a resident's account or rental payment issues if an appointment is requested by the resident. Attend home visits in conjunction with other teams, if requested.
6. Consider and process from start to finish a full range of legal actions in the pursuit of arrears reduction and income maximization in line with the Havebury Policy and Pre-Court Protocol in a timely and appropriate manner. Represent Havebury at Court to present cases for possession or eviction hearings. Represent Havebury in person at all home/dwelling evictions.
We are looking for someone who has...
1. Awareness of local authorities and other agencies.
2. Familiarity with Safeguarding Regulations.
3. Excellent communication and interpersonal skills, both written and verbal.
4. Ability to work on their own initiative and to deadlines.
5. Driving licence and use of own vehicle.
In return, we are offering...
1. An annual salary of £33,420.08 plus a car allowance of £1,545 per annum - 12 month FTC.
2. We are committed to providing a healthy work-life balance for employees and their families; therefore, we operate full hybrid working conditions from home and our office in Bury St Edmunds.
3. Flexible working around a 37-hour week.
4. Annual Leave - 28 days per year (plus bank holidays), increasing to 32 days when you reach your 3rd year with us. To give greater flexibility around your holidays, you can also buy, sell, or carry over up to 5 days of annual leave each year.
5. Pension – between 7% - 12% depending on individual contribution.
6. Life assurance - a payment of 3 times your salary.
7. Annual Flu Jab - provided each winter to all employees.
8. Electric Vehicle salary sacrifice scheme - plus we currently have free electric charging points.
9. Competitive medical cashback plan.
At Havebury, we operate a no closing date policy and evaluate candidates upon application. Therefore, please apply without delay.
Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.
Please ensure you fully answer the questions on the application form.
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