JOB SUMMARY:

As Income Collection Officer your primary focus on minimizing rent arrears through arrears prevention, collection and recovery with the aim of supporting our customers to sustain their tenancies and meeting set key performance indicators for arrears.
You will be responsible for achieving the organisations objectives and ensuring activities are carried out to the highest standards of integrity and professionalism and within set key performance indicators. This includes working to develop strong and effective cross functional working initiatives, both internally and externally, and taking the lead on developing and implementing specific operational service improvements and representing the organisation with partners and stakeholders. You will develop and be responsible for implementation of income related policies.
The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation.

EDUCATION & TRAINING

• CIH level 2 qualification and 2 years’ experience in housing and/ or income collection services work- Essential

RELEVANT EXPERIENCE

• Experience of working with the public in a customer-oriented environment- Essential
• Experience of working in a housing services or income collection related environment- Essential

KNOWLEDGE & SKILLS

• Ability to translate complex data simply using clear and articulate communication skills, both written and verbal- Essential
• Strong communication skills with ability to tailor approach to different stakeholders- Desirable
• Ability to work as part of a diverse team- Essential
• Computer literate and experienced in the use of Microsoft products- Essential
• Good organisational and time-management skills- Essential
• Knowledge and understanding of the requirements of Regulator of Social and wider legal / regulatory framework for housing- Desirable
• Can motivate and develop colleagues at all levels, and to deliver consistent success- Essential
• Ability to collate and analyse statistics and provide relevant written reports- Essential
• Good problem solving, communication and negotiation skills- Essential

KEY RESPONSIBILITIES (FUNCTIONAL):

1. To ensure a high performing, efficient and customer focused income collection service and support tenancy sustainment.
2. Responsible for achieving all aspects of income collection (current, former customer arrears and recharges), including team performance, KPI’s/income targets, and debt recovery.
3. Complete designated weekly caseloads.
4. Take responsibility for the appropriate and effective action to recover rent arrears, service charges
   and sundry debts within a defined area.
5. Support enforcement action in conjunction with the RTB Team to recover rent arrears and other debts.
6. Provide a liaison service between the organisation and other agencies in support of rent collection.
7. Provide financial inclusion advice, information and support to customers and provide debt awareness
   advice to customers.
8. Work closely with Housing Officers in the collection and recovery of rents.
9. Ensure appropriate liaison with other teams when arranging evictions, to minimise any rent
   lost through the empty property process.
10. Ensure that all activities undertaken are compliant with policy, procedures, and relevant legislation.
11. Implement a responsive and empathetic complaints handling system, ensuring swift resolution and fostering positive customer relationships in line with our complaints policy.
12. Collaborate with other teams and agencies to provide holistic support to customers facing financial difficulties.
13. Collaborate with local agencies, social services, and charities to establish partnerships that can provide additional support to customers facing financial challenges.
14. Implementation and approval of the Hardship Policy, ensure that utilisation is in line with sustainment needs.
15. Manage escalations with the Residential Tenancies Board (RTB) when necessary, ensuring that all relevant documentation and information are provided in a timely and accurate manner.
16. Act as a point of contact for RTB-related matters and represent Tuath Housing in hearings or disputes when required.
17. Develop and maintain relationships with all agencies in our communities and internal as well as
    external partners to ensure effective service delivery and the achievement of key objectives.
18. Support customers to sustain tenancies by prevention, early intervention, and income maximisation.
19. Ensure a high level of customer service is provided to both internal and external customers.