Recharge Collection Officer - Temp contract 3 months

Recruiter
D C A RECRUITMENT
Location
Surrey
Posted
14 Apr 2018
Closes
14 May 2018
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Recharge Collection Officer Godalming £13 - £15 per hour subject to experience Monday - Friday 37 Hours / Five day week PRINCIPAL PURPOSE OF THE ROLE To deliver an effective income and recovery collection service with particular emphasis on the collection of charges for rechargeable repairs and other housing related recharges, such as Responsive Repairs, Void Works and Leasehold Service Charges. To ensure the service meets the Council’s framework of quality standards, performance targets, budgetary control and legislative requirements. To support the Rent Accounts Team in delivering the HousingService Plan. MAIN DUTIES AND ACCOUNTABILITIES Deliver an effective income and recovery collection service by maximising collection in line with targets, reducing arrears on a continuing basis through effective enforcement of the rechargeable repairs policy, procedure and systems. The Recharge Collection Officer will prepare timely and accurate reports on cases, identifying trends. Prepare cases for legal action, serving appropriate notices and taking cases through the small claims procedure, attending court hearings and providing evidence as appropriate. Identify and implement good practice, ensuring that policies and procedures are effective, meet legislative requirements and are fit for purpose. Maintain up to date knowledge of all relevant administrative, legal and financial procedures. The Recharge Collection Officer will contact and visit current tenants in their homes to discuss cases. Contact former tenants and executors of former tenants’ estates in order to identify the most appropriate course of action with regards to repayment. Take payments over the phone and online. To advise the Rent Accounts Manager in respect of write-offs, keeping accurate reports and information in relation to these. Provide debt and welfare advice with regards to debt and signpost where necessary to other agencies. Liaise with external debt collection agencies to aid the recovery of debt. The Recharge Collection Officer will work with and provide support and guidance to other teams within the housing service and contractors to identify rechargeable repairs. Respond promptly and effectively to enquiries or complaints with regards to recharge matters in line with the Council’s procedures. Undertake any other task or responsibility commensurate with the grade of the post and provide support and cover for other members of the Rent Team as necessary. Health and Safety Comply with all Health and safety legislation for your area of work, ensuring that risks are identified, managed and monitored as required DIMENSIONS OF THE ROLE The role forms part of the Rent Accounts Team, comprising of a Rent Accounts Manager, 5 x Rent Accounts Officers and a Rental Systems Administartor. Collecting Revenue and Recharges for our circa 5,000 homes. AREAS OF ACCOUNTABILITY/PROBLEM SOLVING - DECISION MAKING / SCOPE FOR IMPACT Determine the appropriate recovery action to be taken in line with the Recharge Collection policies and procedures. An ability to make balanced and reasonable decisions under pressure with debtors in difficult circumstances is vital. PLANNING/ORGANISING/CONTROLLING Effectively manage conflicting and changing priorities. Plan and prioritise individual workload to meet deadlines to meet personal and shared targets. Effective use of systems available, such as Outlook to manage time and workloads. Commitment to team working across the service and the Council. CUSTOMERS AND CONTACTS INTERNAL Other departments within the Council, including other housing teams, finance and legal. Contractors EXTERNAL Tenants Courts Debt Recovery Companies Citizens Advice and other debt and money advice agencies Support providers SERVICE/TEAM STRUCTURE PERSON SPECIFICATION Candidates must be able to fully demonstrate all essential criteria within their application form to be shortlisted for this role. PERSON SPECIFICATION ESSENTIAL CRITERIA QUALIFICATIONS/ EDUCATION / TRAINING / EXPERIENCE 5 GCSE or equivalent, including Maths and English Previous administrative experience within a busy office Related Housing qualification Experience of working in a similar role or within the housing environment. KNOWLEDGE /TECHNICAL SKILLS Understanding of recovery processes for Rent and Recharges Understanding of Housing Law including Court Proceedings COMMUNICATION Excellent negotiation and communication skills; able to speak to customers at all levels in an assertive but diplomatic manner Able to remain calm and professional in difficult circumstances, influencing others to achieve good outcomes Able to explain complex legislation in an understandable way CUSTOMER SERVICE Understanding of and commitment to promoting equality and diversity in service delivery and employment Commitment to empathetic but firm recovery action Able to produce well written correspondence and accurate calculations. Contributes ideas to improve customer service Deals with customer contacts effectively and responds promptly to messages TEAM WORKING Deliver own share of workload, whilst being flexible and willing to help others when required Willingly share knowledge, experience and expertise with others Value the input, opinions and expertise of others Positively influence the way the team works together Liaising with teams in a constructive way MANAGING SELF AND OTHERS Emotional intelligence, with the resilience to maintain the LA’s position when under pressure to achieve positive outcomes Use initiative and work proactively to achieve results and manage conflicting priorities Empathetic but firm recovery action CAN DO APPROACH / ACHIEVING RESULTS Be flexible, adaptable and responsive to changing needs and circumstances. Drive to complete tasks Able to analyse claims using an evidence based approach Able to absorb, put into practice and retain new information, policies and procedures quickly SPECIAL REQUIREMENTS For business continuity purposes you are required to have access to the internet at home via broadband on a PC, laptop or tablet. item

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