We are looking for a proactive Home Ownership Recovery Officer to join our team on a 9 month fixed term contract. This role focuses on managing homeowner obligations related to rent and service charges while ensuring that customers receive the support they need to increase their financial resilience. You will play a vital part in fostering positive customer relationships and promoting tenancy sustainment.
Key Responsibilities:
* Manage rent and service charge accounts, ensuring efficient income collection and tenancy sustainment.
* Address tenancy breaches related to rent and charges, focusing on customer care and resolving issues promptly.
* Support customers by signposting them to specialist services, increasing financial resilience, and reducing debt.
* Work collaboratively with internal and external partners to prevent homelessness and tackle complex cases.
* Promote and support the use of digital payment platforms like ‘My Account’ to encourage self-service and streamline payments.
* Represent the service professionally in interactions with customers, colleagues, and community members.
* Respond to customer inquiries and concerns, ensuring a high level of service and satisfaction.
* Ensure accurate data governance, maintaining systems and documentation in line with internal procedures.
Skills & Qualifications:
* Strong communication skills with the ability to engage effectively with customers and stakeholders.
* Good understanding of housing and tenancy law, especially relating to rent and service charges.
* Proven experience in customer service, particularly in a social housing context.
* Strong problem-solving skills and the ability to manage challenging customer situations.
* Resilience to handle difficult conversations with empathy and professionalism.
* Ability to work under pressure and meet deadlines while prioritizing tasks effectively.
* A strong commitment to our values and delivering a high standard of customer service.
* Proficiency in Microsoft Office and a strong understanding of basic math.
If you're passionate about housing management and customer support, we encourage you to apply today and help us make a real difference in the lives of our customers.
We offer:
* A performance based annual bonus + pension contributions matched up to 6%
* 28 days holiday + bank holidays and the option to buy/sell holiday
* Training & Development and opportunities for continuing professional development including regular tool box talks
* A great team of colleagues to work with
* Regular social and charitable events and a range of wellbeing activities
* Enhanced family leave policies
* A really competitive package of flexible employee benefits including a cycle to work scheme
* A fantastic working office environment overlooking the River Medway that’s accessible and inclusive
* Free parking and disabled parking
* Access to two holiday homes in Norfolk and Dorset
We’re a Disability Confident employer. This means if you tell us you have a disability and meet the minimum requirements for the job, we’ll offer you an interview. We can be flexible when assessing people so everyone has the best opportunity to demonstrate they can do the job.
At mhs homes we value equality, diversity and inclusion. We are wholeheartedly committed to the principle of equality of opportunity, both as an employer and as a provider of services. 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.
For more details read the role profile attached. If you have the essential requirements we look forward to hearing from you.
Instructions for potential applicants: Please note we're using an anonymised recruitment process for this role. This means the shortlisting panel will only see personal details or CVs if you're shortlisted for interview. Therefore, shortlisting will be done based on your application and supporting statement. Please complete all sections fully and refer to the role profile when telling us about your skills and experience.