HELP US SUPPORT VETERANS AND MAKE A DIFFERENCE!

About us: Haig Housing is a long-established charity based in London with a presence across the UK. We are the largest veterans housing charity, providing houses for over 1500 veterans and their families. We put people at the centre of everything we do – our beneficiaries and staff. All our employees can expect to experience a professional and friendly working environment where we deliver for those who need us. We will celebrate our centenary in 2028 and intend to develop our estate for the next 100 years to provide for the veterans of the future.
About the role: Summary about the job and what you’re looking in the candidate. We are looking for an Income Officer to join our small Income Team. You will have experience of income collection with a housing provider and strong communication skills. We provide a supportive approach to our tenants, providing positive interactions regarding their accounts, lack of payments, and any account related queries. Our Team aims to sustain tenancies and signpost for support, however legal action will progress in cases so experience of issuing legal notices of seeking possession through to witness statements would be desirable for this role. Our customer database is Civica CX so please note experience of using this in your supporting statement.
The role has a hybrid working arrangement with a minimum requirement of 2 days a week at our head office based in Victoria, London. Additional working days in the Head Office, as dictated by your Line Manager, may be required depending on priorities and essential meetings.
What we offer: In addition to a competitive salary, we provide a generous package that includes an excellent company pension, optional private medical insurance, good holiday allowance and ongoing training and professional development.

JOB SUMMARY

• Interacting with tenants regarding their accounts, payments, and related queries.
• Undertake the recovery of all rents and other charges due to the Haig Housing, in accordance with the law, best practice and the

Trust’s policies and procedures, to maximise the Trust’s income.

• Provide timely and supportive advice to tenants having difficulty paying their rent with the aim of enabling such tenants to sustain their tenancy, this includes making reasonable and informed repayment agreements where arrears exist.
• Process and manage rent adjustments, debt repayments, refunds and decoration allowances.
• Manage all current and former tenants’ rent accounts in accordance with the Trust’s procedures.
• Initiate legal action in relation to rent arrears in accordance with the Trusts procedures ensuring appropriate authorisation has been received in each case.
• Liaise with Local Housing Departments, Department for Work and Pensions and external agencies supporting our tenants.
• Complete monthly arrears reports highlighting cases of concern and discuss with Housing Managers.
• Work with the Housing Managers in preparing court documents and court attendance on occasions.
• Ensure compliance with the Trust’s policies and procedures and legal obligations is adhered to.

QUALIFICATIONS / EDUCATION - ESSENTIAL

• Comprehensive knowledge of recovering rents and other charges, and processing payments securely
• Effective at serving notice in conjunction with the Trust’s procedures, and report writing for evictions and write offs.
• Experience in sign posting tenants who may be struggling to pay rent by referring them to other support/charity organisations and discussing welfare benefits which they may be entitled to.
• Ability to produce rent statements, annual schedules, and accurate and timely reports for Managers and Trustees and other organisations as required.

QUALIFICATIONS / EDUCATION - DESIRABLE

• Competent at placing applications on Possession Cases On Line (PCOL)
• Experience in completing reference requests and dealing with managing agents and market lets.
• Skilled at engaging with Local Authority and Universal Credit in relation to tenants’ claims for Local Housing Allowance and managing accordingly.

KNOWLEDGE, SKILLS & EXPERIENCE - ESSENTIAL

• A successful track record of income recovery.
• Good working knowledge of Landlord and Tenant Law with an emphasis on Possession proceedings, using of PCOL, and knowledge of Housing Benefit Regulations and welfare benefit systems.
• Excellent numeracy and communication skills with the ability to manage sensitive conversations empathetically.
• Successful at working collaboratively with internal and external parties.
• Ability to use ‘Microsoft Office’ to intermediate standard and income management software packages.

KNOWLEDGE, SKILLS & EXPERIENCE - DESIRABLE

• Previous experience of working with Civica CX database with the rent module

Please refer the Job description for details