Homeowner Income Officer

**Homeowner Income Officer - Sidcup, DA14 - £28,000**
Dove & Hawk are working with a leading name within the Housing industry across London and the home counties. They are looking for enthusiastic, hard-working individuals with excellent work ethic who wish to join their income team as a Homeowner Income Officer.
This is an exciting team within their busy and vibrant Income Collection Department. The Homeowners Team will be responsible for providing excellent customer service, minimising arrears and maximising income collection for rent and service charges from ourShared Owners, Leaseholders, Intermediate and Private Rented Residents.
In this role you will be responsible for managing a portfolio of properties, proactively recovering arrears owed by telephone, but also via all other forms of communication available. You will continue to work with our homeowners' customers providing adviceand support to avoid legal action for the recovery of debt.
**Responsibilities**
- Managing your own portfolio of accounts, ensuring within your customers there is a reduction of arrears, cash collection performance is maximised, and bad debt minimised, using all available communication methods.
- To confidently deliver and make reasoned decisions in relation to effective portfolio management, balancing the need for a high pace of delivery with appropriate level of quality
- Independently working to provide the effective account resolution of high level arrears and tenancy issue related cases in a timely manner and to a clearly defined standard
- Contribute with energy and enthusiasm to Income strategy, Run the Business Plan, Policy & Procedures, 121's and Team Meetings.
- Being able confidently make reasoned decisions in relation to effective portfolio management, balancing the need for a high pace of delivery with appropriate level of quality
- Undertaking a range of administrative duties and business processes as required to fulfil the duties of the role
- Represent Income Management to other internal stakeholders creating effective professional relationships
- Building strong internal relationship enabling you to deliver on account issues and customer promise
- Liaise with a range of internal and external agencies to resolve debt management issues
- Investigation and support of housing benefit or universal credit claims
- Work collaboratively with key stakeholders and partners (internal and external) being the first point of contact for the Trust for residents and other external parties
- Represent the public face of Income Management to residents, third-party agencies and Court, DWP and Local Authorities
- To take legal action to recover debt as appropriate in line with policy and expected timings including the management of legal cases and representing the company at Court as and when required (which may be at short notice)
- Attempt all options to recover arrears before evicting resident
- Maintain accurate records of all transactions and communication contacts with each resident on Tallyman
- Maintain accurate records and the effective management of D365
- Ensure the accuracy, validity and completeness of any account involved in legal action
- Escalate any potential threat to the operations of the department
- Assist in the development of Income Collection policies, procedures and working practices to minimise operation risks and to maximise income collection.

**Requirements**:

- Excellent work ethic with the ability to respond positively to challenges - essential
- Able to work on own initiative and to meet agreed targets by prioritising and utilising your excellent time management skills - essential
- Flexible and adaptable in an ever-changing environment - essential
- Experience of working in a fast paced and challenging environment with a performance driven work ethic - essential
- Experience of using an outbound dialing system - desirable
- Well-developed questioning, listening, influencing and negotiating skills - essential
- Exceptional communication and customer service
- skills - essential
- Self-motivated with excellent organisational skills, able to prioritise tasks based on importance and urgency - essential
- Able to work between the hours of 08.00 - 18.00 Monday to Friday and 09.00 - 13.00 on Saturdays (when required)

**Salary & Working Hours**
35 hours per week, between 8am - 8pm
May be required to work occasional Saturday mornings between 9am - 1pm
(Agile - office based 20-40%), with occasional travel to other offices

**Salary**: £28,455 pa