Income Officer

3 weeks ago

London, United Kingdom iWork Recruitment Limited Full time

Contract to start on 17-03-24 until 01-06-24 with a possible extension.

**JOB PURPOSE**:
To be responsible for the collection of accommodation charges and to ensure arrears are reduced and income is increased.

Work includes making contact with applicants by letter, telephone and home visits, troubleshooting, supporting applicants to make benefit claims, developing relationships with support agencies and close liaison with other teams with the Housing Needs service

**DESCRIPTION OF DUTIES**:
The post is responsible for a portfolio of services which may be altered from time to time but currently includes responsibility for;
Provide advice and support when needed to enable customers to resolve problems and remain in their home.

Collection of income and full management of customer accounts, managing cases that need further action e.g. court action

Manage and monitor cases where a Notice to Quit has been issued and to commence possession proceeding once expired

To undertake work associated with DIY possession

Work closely with the Client’s legal team to monitor possession cases; to ensure RBKC are charged correctly, and that service level agreement timescales are adhered to

To ensure that high levels of service and customer satisfaction are maintained

Provide a supportive, yet firm approach to service delivery with the aim of minimising arrears whilst assisting our customers to sustain tenancies

Establish customers reason for rent arrears and work them to tackle the reasons for non
- payment

Monitor rent accounts to ensure residents in arrears are contacted promptly and payment due are taken or a mutually agreeable arrangement made and monitored

Initiate legal proceedings, attend court and evictions as necessary

Manage and refund rent credits when required

Manage and identify write offs for management approval

Maintain working relationship with welfare benefit teams and other agencies to help customers manage their finances and debt related issues

Update and manage financial arrangements for storage and removals

To create and maintain accurate records of the service to ensure compliance with reporting arrangements and provide management with the information required to monitor performance and service standards in accordance with Client policy and the legal framework.

To develop and maintain a positive relationship with clients, resident organisations, council officers, housing providers, advocates, elected members and other stakeholders to ensure high levels of customer satisfaction are achieved.

The post holder is required to take reasonable care for the safety and health of themselves and others who may be affected by their acts; and to work with management to comply with service procedures and protocols and with RBKC’s Health and Safety Policy and all guidance, instructions and risk assessments. In particular, the jobholder is required to attend training relevant to their post in order to ensure their health and safety responsibilities are met.

5246094-03-24

**Salary**: £20.02 per hour

Work Location: In person

Reference ID: 5246094-03-24

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