Income Assistant

Here at Ongo, we believe everyone has the potential to be great. It's what drives us to come to work and do our jobs every day. Most people know us as a landlord providing homes to 10,000 people and their families. But homes aren't our business, people are.

We are looking to appoint an income assistant on a permanent basis within our income collection team with a salary of £21,988.

Job Title: Income Assistant
Service: Communities
Team: Income Team
Responsible to: Income Team Leader

Overall Purpose of Job
To provide a comprehensive support service to the Income Team which will involve providing support to a team of officers and a front line customer service to deal with enquiries from tenants, internal and external partners and stakeholders.
To be proactive in minimising and reducing the amount of monies outstanding to Ongo Homes.

Main Responsibilities
To take responsibility for set tasks within our operational process to a stage where they can be passed to the officer for completion and/or progression. This will require a level of decision making, making recommendations to the officer about determining consent / refusal or enforcement within the terms of the tenancy agreement. Tasks would include, but are not exclusive to:

- Preparation of legal notices
- Preparation, completion and submission of paperwork required by the courts such as claims for possession
- The processing of paperwork such as possession orders and costs received back from the courts and completion of the relevant manual and computerised records
- Collating information on databases and spreadsheets in relation to debts owed by former tenants and liasie with external agencies regarding the recovery of these debts
- Monitor online web portals and provide information to external agencies such as the Department of Work and Pensions upon request
For Garage License agreements:

- Monitor debts on a weekly basis and undertake appropriate investigative work and action where payments are not being made.
- Contact tenants who owe money and discuss the reasons for non payment and negotiate payment plans including agreeing payment methods.
To signpost customers to relevant agencies and offer advice on tenancy related issues.
To liaise with specialist staff across all departments as necessary to resolve complex customer enquiries whilst retaining control of the contact where appropriate.
To provide cover for officers within the Income Team during periods of sickness and annual leave as directed by the Line Manager. This will involve monitoring low level rent accounts to ensure the case progresses in the absence of the HO, making decisions about QL tasks and updating and completing other tasks on QL for the benefit of customers with the guidance of the Co-ordinator.
To assist with customer consultation and ensure effective delivery of written communication to customers, as well as carrying out face to face consultation by visiting properties and creating reports on the feedback for managers
Ensuring effective communication with customers on a range of rent and income management enquiries and to maintain relevant ICT systems and databases.
To take and process payments from customers towards rents and other charges in line with Ongo Homes policies.
Procuring goods and services, ensuring value for money and best use of resources and the administration of the purchase order system for the housing management team.
Co-ordinate and liaise with contractors and suppliers to ensure good and services are supplied effectively.
To manage minor projects as directed by the Line Manager.
Collating information on databases and spreadsheets. Also collecting, collating and preparing information, returns and/or statistics.
Undertaking routine clerical duties, including recording and distributing of incoming and outgoing mail, internal and external, sorting and scanning of documents on a daily basis, photocopying of documents.
Servicing team meetings, this involves taking and preparing accurate minutes, and undertaking any follow-up.
Preparing and issuing of controlled stationery, ordering goods, services and equipment. Also responsible for checking deliveries received.
To ensure that all aspects of the work are delivered in a customer focused manner
The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.
To work consistently in line with the Company’s values and objectives.
To uphold the Company’s Equal Opportunities and Diversity Policy and Health and Safety Policy in all aspects of the work.
To observe and comply with all the Company’s policies and procedures
To take a full and active role in the implementation of their own personal development and participate in the training and development of colleagues.
To undertake other duties and responsibilities appropriate to the grading of the post as considered appropriate by senior o