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Building Officer

2 months ago

Liverpool, Liverpool, United Kingdom Torus Full time

Job Summary:

We are seeking a highly skilled and experienced Building Officer to join our team at Torus. As a key member of our income management team, you will be responsible for managing a case load of customer accounts to meet service demands, applying Torus arrears policy and procedures in a fair and consistent manner to maximise collection and improve performance against agreed key performance indicators.

Key Responsibilities:

  • Income Management: Manage a case load of customer accounts to meet service demands, applying Torus arrears policy and procedures in a fair and consistent manner to maximise collection and improve performance against agreed key performance indicators.
  • Customer Contact: Contact customers to discuss the rent account over the phone and, when required, at the customer's home.
  • Enquiries and Requests: Respond to enquiries and requests for assistance, guidance, or advice from Torus customers on welfare benefits, money management, and debt, making appropriate referrals to Torus Foundation for assistance with employment skills, health and wellbeing, and other third parties.
  • Benefit Calculations: Carry out basic benefit calculations and, if required, assist Torus customers to make a claim for housing benefit or Universal Credit.
  • Relationship Building: Develop effective relationships both internally and externally to ensure the delivery of the team's objectives.

Requirements:

  • Computer Skills: Be confident in using a wide range of computer packages to update customer accounts.
  • Income Management Experience: Have experience in income management and enforcement or debt collection.
  • Case Management: Have experience in case management, including analysing customer accounts, problem-solving, and keeping accurate records by updating computer systems.
  • Communication Skills: Be confident and experienced in dealing with members of the public, possessing excellent written and oral communication skills, as you will be speaking to customers both over the phone and in person.
  • Relationship Building: Have the skills to engage with team members, customers, and external partners to build relationships based on honesty, trust, mutual respect, and integrity to inspire confidence and respect.
  • Organisation and Motivation: Be organised, self-driven, and motivated, with the ability to prioritise your workload to ensure performance targets are achieved.
  • Team Player: Be a great team player to ensure Torus meets rent collection targets and delivers first-class customer service.

Pre-Employment Checks:

  • Right to work verification
  • Qualification certificate check
  • 2x Completed references
  • OH Health Questionnaire Fit For Work
  • DBS check (if required for role)
  • Completion of all new starter documentation including signed T&C's

Flexible Working: We are happy to discuss flexible working arrangements to support your needs.