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Income Officer
2 months ago
The Role:
To provide a comprehensive customer focused Income Management service.
Supporting the Area Income Manager, and Income Managers in providing services to tenants. To ensure records are well managed and maintained ensuring high levels of customer satisfaction with Income Services.
Represent TCH, liaising with residents and partner agencies.
To manage rent accounts in accordance with the policies and procedures of TCH, including covering the work of absent Income Managers as required.
To work with internal teams and external agencies to ensure effective communication around collection, support and enforcement of payments due, ensuring appropriate engagement with Tenancy Support to provide support as a preventative tool.
Benefits:
*
Contributory pension scheme 4% to 10% matched contributions
*
Hybrid working
*
Free onsite car parking
*
Life assurance of 4x annual salary (Terms and Conditions apply)
*
30 days annual leave in addition to bank holidays
*
Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
*
Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
*
Extensive annual Staff Wellbeing programme
*
Enhanced maternity, paternity, and shared parental leave provision
*
Flexible annual benefits allowance of 1% of salary (for dental, healthcare, shopping vouchers, technology etc)
*
Annual flu vaccinations
*
Access to an extensive range of corporate discounts on shopping, travel & days out
*
Regular staff social events lunchtime walking club, rounders, yoga, Pilates, Summer BBQ, Christmas party, festive Fridays etc
*
Travel loan.
Overview
Town & Country Housing is an award-winning provider of affordable housing. Town and Country Housing are a regional subsidiary of Peabody Group. This is a fantastic opportunity to become involved in the exciting development, which brings together two strong organisations to deliver more much-needed homes in the South East.
Key Activities:
Use a range of IT and management systems effectively ensuring up-to-date recording and processing of data and to implement new systems as required.
Scanning, e-filing & maintaining up-to-date, clear records in relation to all duties including computer records.
Input changes to Housing Benefit & Universal Credit Housing Element entitlements on tenants’ rent accounts.
Assist with checking amendments to direct debit mandates ahead of the annual rent reviews.
Working collaboratively with the Homes Straight Coordinator, you will at times be required to work within the homes of customers who exhibit hoarding behaviours. Assisting with clear and clean type work and where necessary responsible disposal of any waste.
Dealing with routine enquires in respect of rent and arrears, ensuring that electronic file notes are completed and passed on to the relevant Income Managers or other teams as appropriate.
Set up repayment agreements and direct debit payments from current & former tenants.
Make & record repayment agreements with current & former tenants.
Subject to training, provide cover for absences & vacancies arising within the Income Manager posts.
Undertake home visits and interviews to advise and resolve rent payment issues.
Actively work with other agencies, both voluntary and statutory to provide added value to the service.
Provide support for legal cases, such as collating and preparing housing files to be handed over to TCH’s solicitors.
Distribute the incoming post for the Income Management Team.
General:
To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible
Recognise, respect and promote the different roles and diversity of the individuals within the business.
To actively contribute towards key performance indicators and professional standards.
Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives
To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge.
Attend and participate in training and other meetings and staff events as required.
Be an effective member of your team, presenting a positive impression of your section and the business.
This job description is a guide to the nature of the work required. It is not comprehensive and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.
Your knowledge and experience:
Ability to communicate with a range of stakeholders face to face, in writing and on the telephone
Ability to work on own initiative and initiate new ideas
Self-motivated with the ability to prioritise workload and be effective in time management
Effective use of IT management systems, Word, Excel and Outlook
Ability to be flexible in approach to changes in the working environment
Commitment to equal opportunities and customer engagement
Personal resilience and a high degree of self-confidence and determination
Personal commitment to a culture that emphasises continuous improvement through staff development and personal growth
Excellent communication skills
The strength and drive to meet high standards and commit to challenging goals and objectives
Your behaviours and skills:
The desire to address the needs of customers in a way that shows commitment to excellent customer service, seeking feedback to drive product improvement
Evaluate and review work to meet high personal standards that consistently meet or exceed expectations
The ability to interact and build productive relationships internally and externally
Communicate effectively and professionally, projecting a positive impact on recipients
The ability to develop professional curiosity.
Demonstrates resilience in pressured and stressful situations
Other:
Full driving licence and access to own transport
