Income Recovery Officer

2 weeks ago

Birmingham, United Kingdom Adullam Homes Full time

**Income Recovery Officer**

**Location**:Birmingham

**Salary**:£2**5,000** per annum**

**Job title**:Income Recovery Officer

We have an opportunity for **an **Income Recovery Officer **to join our organisation.

The **Income Recovery Officer **will be based at our offices in **Birmingham and will be required to travel to different locations across the West Midlands**.**

**PURPOSE OF THE JOB**:
Centrally manage the prevention and recovery of rent arrears and other debts for all tenure types (to include but not limited to rent accounts, sundry accounts & former tenant accounts) in an efficient manner in accordance with Policy and Procedure. Providing a professional and proficient customer-focused service to Adullam Homes residents.

Regularly liaise with the internal stakeholders to help tenants meet their tenancy obligations and retain their tenancy, providing financial assistance to the Housing and Operational teams.

The post holder will implement the various remedies for debt collection and enforcement that are authorised by legislation including undertaking direct negotiation with tenants and to signpost to outside agencies in order to promote tenancy sustainment. Including undertaking direct negotiation with debtors, enforcement agents and other agencies as well as identifying irrecoverable debts. The post holder is required to represent the organisation at court hearings in proceedings for non-payment of Housing Revenues Debts.

To assist the Housing Management Team with rental income and tenant service charges within agreed budgets. This post is based within the Housing Management Team which sits within the wider supported housing operational services. The Housing Management Team maintains very close links with our emergency and supported housing accommodation services teams throughout serval regions to ensure efficient and effective processes are in place. To manage rental income, rent top up, service charges and arrears with all of our residents.

**KEYRESPONSIBILITIES**
- Provide a first point of contact for customers contacting the Customer Services or Housing Teams regarding their rent account. Providing financial assistance to the Housing and Operational Teams.
- Assist with checking the business system for Housing Benefit claims issues spreadsheet and liaise with the Council Housing Benefits Department regarding Housing Benefit notifications that should have been received and any queries.
- Assist in updating the rent statement spreadsheets on a weekly basis, with new service users, movers and leavers, including any adjustments for working and overpayments.
- To manage cases of complex debts including current escalated cases, former tenant arrears and rechargeable debts contacting debtors by all lines of communication and in line with our policies and procedures. You will be managing your case load with mínimal supervision using your skills, knowledge and experience to provide quality case management.
- You will contribute towards developing and implementing arrears and other collection policies and strategies for dealing with debtors and be responsible for meeting KPI’s.
- Develop effective working relationships with other teams to promote income maximisation and compliance of the Associations arrears.
- Ensure that customer information is input and maintained carefully using the in-house systems and processes and monitor progress to completion of tasks and actions.
- Provide information to callers ensuring that they understand any actions they may need to take and the consequences for not engaging.
- In accordance with the complaints procedure, deal promptly with complaints, including those from residents, promptly and effectively. Resolve, where possible, any issues raised.
- Handle customers personal information maintaining the highest level of confidentiality in accordance with GDPR regulations.
- Record information on relevant Housing Systems & databases and provide reports as required to the Intensive Housing Service Operations Manager.
- Improve cash collection and reduction in rent arrears and other debts by utilising tools available to maximise collections to achieve departmental KPI’s.
- To escalate debts through to litigation with the approval of the Intensive Housing Service Operations Manager and attend court to represent the Association in debt hearings.
- To undertake any other reasonable duties which may be identified by the Intensive Housing Service Operations Manager or Team Leader.
- This list is not exhaustive and the Job Holder will have plenty of opportunity to develop great skills and knowledge.

**Culture, Values and Behaviour**
- To articulate and personally demonstrate Adullam’s set of values and behaviours.
- To contribute to the building of a staff culture where every person feels empowered and valued.

**Health and Safety**
- To be aware of the Association’s policies and ensure they are carried out and that good practice is maintained.
- It is your r

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