We are seeking to recruit an Income Recovery Officer to join the Income Recovery team at First Garden Cities Homes. The role will focus on maximising collection of revenue due by residents in line with agreed policies, procedures and targets. The successful candidate will manage a portfolio of accounts and be proactive in preventing debt on current and former accounts and managing credit balances. This role will assist the Income Recovery Team Leader with ongoing review of the rent arrear policies and systems.

Key responsibilities:

• Provide an excellent service to residents in an efficient and effective way and consistent with target response times.
• Ensure that our policies and procedures are kept up to date and in line with best practice and legal requirements and we meet targets set for income recovery.
• Regularly review and prioritise all accounts and take prompt, appropriate action to prevent debt accruing and recover current arrears owed.
• Forge appropriate relationships with residents to encourage and support rent payments.
• Effectively review and manage credit balances on former and current accounts.
• Regularly review and recover debt on former accounts in line with procedures and to meet targets.
• Make full use of technology and communication systems available, and keep good records of actions taken and decision making.
• Encourage payment of charges due and negotiate repayment of arrears by telephoning, visiting and interviewing residents.
• Keep up to date with best practice and changes within the legal system, welfare benefits, including Universal Credit and Housing benefit and external and economic factors affecting residents’ affordability to pay the rent.
• Instigate legal action to recover debt within delegated authority including preparation of legal Notices and court applications and preparing evidence. Promptly seeking authority to obtain warrants and attendance at evictions.
• Forge excellent relationships with external agencies such as solicitors, Local Authority Housing Benefits Departments, Citizens Advice and the DWP.
• Attend court to present cases on behalf of FGCH and defend breaches of tenancy cases to achieve the best outcome.
• Liaise with Tenancy Support and Money Advice services, social services and other advocacy agencies to ensure a coordinated approach is adopted when dealing with vulnerable residents or taking legal action. Assisting all residents to maximise their benefits and provide support in making benefit claims.
• Ensure all case work and related information and communications are accurately recorded and data filed and input appropriately.
• To act as duty officer on a regular rota basis, providing advice and assistance to residents on al income and tenancy matters, including anti-social behaviour.

Are you the right candidate?

It is essential you have:

• Relevant experience of income management and arrears recovery, including taking possession action.
• Good knowledge of current welfare benefits.
• Experience of working in a customer facing environment and the ability to deal with challenging customers.
• Excellent communication skills.
• Excellent organisation and time management.
• Excellent negotiating skills in seeking optimum outcomes.
• Able to adapt to use any I.T. package/technology.
• Personable and flexible approach with a service first outlook.
• Ability to seek out and implement best practices.
• Innovative and able to put ideas into practice.
• A strong ability to foster sound internal and external relationships.
• Ability to work well under pressure.
• Able to work well on own initiative.
• A valid UK driving licence and car

• Provide an excellent service to residents in an efficient and effective way and consistent with target response times.
• Ensure that our policies and procedures are kept up to date and in line with best practice and legal requirements and we meet targets set for income recovery.
• Regularly review and prioritise all accounts and take prompt, appropriate action to prevent debt accruing and recover current arrears owed.
• Forge appropriate relationships with residents to encourage and support rent payments.
• Effectively review and manage credit balances on former and current accounts.
• Regularly review and recover debt on former accounts in line with procedures and to meet targets.
• Make full use of technology and communication systems available, and keep good records of actions taken and decision making.
• Encourage payment of charges due and negotiate repayment of arrears by telephoning, visiting and interviewing residents.
• Keep up to date with best practice and changes within the legal system, welfare benefits, including Universal Credit and Housing benefit and external and economic factors affecting residents’ affordability to pay the rent.
• Instigate legal action to recover debt within delegated authority including preparation of legal Notices and court applications and preparing evidence. Promptly seeking authority to obtain warrants and attendance at evictions.
• Forge excellent relationships with external agencies such as solicitors, Local Authority Housing Benefits Departments, Citizens Advice and the DWP.
• Attend court to present cases on behalf of FGCH and defend breaches of tenancy cases to achieve the best outcome.
• Liaise with Tenancy Support and Money Advice services, social services and other advocacy agencies to ensure a coordinated approach is adopted when dealing with vulnerable residents or taking legal action. Assisting all residents to maximise their benefits and provide support in making benefit claims.
• Ensure all case work and related information and communications are accurately recorded and data filed and input appropriately.
• To act as duty officer on a regular rota basis, providing advice and assistance to residents on al income and tenancy matters, including anti-social behaviour