Income and Dispute Resolution Officer

3 weeks ago

London, United Kingdom ASPIRE NON PROFIT CONSULTING (UK) LTD Full time

**MAIN PURPOSE OF THE JOB**:
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.

To liaise with appropriate colleagues and service providers within the Council as well as external stakeholders, contractors, and organisations including, courts and tribunals, to achieve successful outcomes to disputed and/or contentious matters.

To provide high quality housing management services to the Council's customers ensuring that any service charge and shared ownership arrears are chased up and income is maximised within specified timeframes.

To represent London Borough of Hackney (LBH) at County Courts and Tribunals, as and when required, in the course of debt recovery proceedings and any other disputes that may arise.

**MAIN AREAS OF RESPONSIBILITY**:
1. To collect disputed sums, reduce arrears, and where necessary, to instigate legal action for recovery by instructing the Councils legal representatives.

2. 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.

3. 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.

4. 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.

5. To respond to all enquiries, complaints, and disputes, including the provision of written correspondence, within agreed timescales and to the highest quality.

6. To contact the Council’s residents to arrange site inspections in the company of interested parties and other relevant officers from the Service Areas in order to obtain necessary information used for resolving disputes and contentious cases.

**Qualifications, Knowledge & Experience Requirements**:
Experience of successfully dealing with complex customer, member and mayor enquiries

Experience of monitoring and achieving targets and working to tight deadlines

Experience of using excellent customer services practices to efficiently resolve disputes and complex cases

Knowledge of RTB, housing and service charges legislation and the legal processes which govern the resolution of disputes

Experience of managing income accounts and debt recovery within a Housing environment

Proven track of successful dispute resolution

**Skills and Abilities**:
A high level of attention to detail to ensure the maintenance of accurate records and accounts and to recognise errors which require amending

Ability to identify, prioritise and organise own workload

Ability to perform accurate arithmetical calculations to advice on balances and repayment agreements and to prepare financial statements.

**Job Types**: Full-time, Temp to perm
Contract length: 9 months

**Salary**: From £20.00 per hour

**Experience**:

- Income and Dispute Resolution Officer: 4 years (required)
- social housing: 4 years (required)

Work Location: In person

Reference ID: matRQ869250

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