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Income and Dispute Resolution Officer

3 months ago

Hackney, United Kingdom Hatched Recruitment Group Full time
Income and Dispute Resolution Officer
Hackney
Job Role
To positively contribute to the Leasehold Services Team responsible for the effective recovery of service charges and other invoiced sums including; major works; shared ownership and ground rent; reserve fund; and, any other specified debt from leaseholders, freeholders and shared owners.
To provide a timely and comprehensive resolution service to resolve customer enquiries, complaints and disputes, adopting a sensitive but proactive approach to resolve issues relating to; estimated, final day-to-day and major works charges; invoices; income accounts; and rent and reserve fund demands to shared owners.
To use legal action when necessary to resolve complex and contentious customer cases. Assess strengths as weaknesses of case as part of determining suitable course of action whether settlement or legal action.
Key Responsibilities
To collect disputed sums, reduce arrears, and where necessary, to instigate legal action for recovery by instructing the Councils legal representatives.
To lead on customer enquiries, complaints and disputes resolution involving making decisions and recommendations, referring cases which have more serious implications for the Council to the Team Leaders, when necessary.
To follow local and organisational procedures for managing accounts to ensure that prompt action is taken to recover monies outstanding on any accounts where there is unpaid ground rent, service charges, reserve fund or capital expenditure.
To liaise with LBH Legal Services, Solicitors, Barristers, Estate Agents, Banks,Building Societies as well as the leaseholders, freeholders and shared owners to obtain the required information to resolve any shared ownership and ground rent,major works, service charges and reserve fund queries, and to recover debts owed to the Council.
To respond to all enquiries, complaints, and disputes, including the provision of written correspondence, within agreed timescales and to the highest quality