Rental Income Support Officer

1 week ago


Hammersmith, United Kingdom Hammersmith & Fulham Council Full time

At Hammersmith & Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. Within the Finance & Governance department, we aim to be efficient in everything that we do. We believe our residents deserve a place that is safe, clean, and green, with high quality services they can rely on.

This is an exciting opportunity to contribute and support Hammersmith and Fulham Rental Income Team.

This area of Rental Income supports the council in rental income maximisation and our residents in sustaining their tenancies.

You will be responsible for managing a patch by contributing to the arrears reduction within the patch and the department. You will ensure that properties are managed in accordance with the terms of their tenancy agreement, prevailing legislation, and best practice.

You will have a real focus on providing a first-class customer experience and you will be expected to manage excellence into the service.

You need to have excellent verbal and written communication skills, be IT literate, organised and bring a positive, can-do attitude. You will also be adept at building relationships and ensuring risks are effectively managed.

Our mission is to be the best council. To do this we need the best people to help build our vision. If you’re looking to develop your career in a fast-paced, professional environment whilst making a difference, then we look forward to hearing from you.

**Role Responsibilities**:
**The Role Responsibilities are as below**:

- Manage a patch of properties that requires responsibility for maximising rental income of approximately £70m per annum. Operate in a commercial environment to ensure that alongside maximising income, brilliant customer care is provided with the outcomes including contributing to increasing resident satisfaction and sustaining tenancies.
- Work to carry out all relevant operational and legal processes to ensure current tenant housing rental income is maximised in line with statutory regulations, council policy, operational procedures, court pre-action protocol and performance indicators.
- The job purpose includes working with other teams such as the Tenancy Teams and working daily with external organisations such as debt advice agencies, credit unions, Law Centres and Social Care teams.

Please refer to the
- **Role Profile** for more information.**People Values**:
How we act defines who we are. At the heart of our organisation is a common approach to defining ‘who we are’. We are looking for people who can build this into everything they do.

**We are fair**

We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all.

**We are caring**

We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success.

**We are collaborators**

We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone.

**We are driven**

We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do.

**Recruiting for Attitude**:
Your skills and ability are important however, we recruit as much for attitude as we do experience. We are looking for people who have the following attributes:
**Complex problem-solving**
The ability to work within a complex system and find simple solutions and outcomes that deliver real change.

**Critical thinking**
The ability to challenge the norms through evidence-based approaches using both numerical and critical reasoning and thinking. You can rationalise decision-making and form views quickly and soundly from a range of sources.

**Creativity**

**People management**
You can get the best out of people. You have a coaching-style and drive through a commitment to personal and professional development. You are clear in your expectations and have exceptional feedback from your team about their working environment. You recognise and support people as individuals.

**Coordinating with others**
You have the knack of working well with others. You have an appreciation of your own presence and approach and can demonstrate how you have developed and continue to develop how you work with others. You can also recognise how others work, think, and feel to get the most out of collaboration.

**Emotional intelligence**

**Judgement and decision making**

**Negotiation**
You can demonstrate an understanding of the range of skills and techniques required to successfully negotiate with a range of other partners. This includes understanding how to structure and undertake successful negotiation on an organisational-wide level.

**Service orientation**
You must be unequivocal in your commitment and drive for outstanding service delivery. Both in terms of the quality of products and work delivere



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