Sundry Debt Officer

**A little bit about what we are looking for...**

This role is designed to deliver a highly effective and independent income collection and recovery service, specifically targeting sundry debts and former tenant arrears, all without relying on external debt collection agencies. Key responsibilities include leveraging a variety of social media platforms and traditional credit databases to establish contact with former tenants and debtors, aiming to maximise income collection for PA Housing. You will adhere to the Pre-Action Protocol for Possession Claims by Social Landlords, as well as PA Housing’s policies, procedures, and performance standards.

The position involves managing a diverse caseload, which includes former rent arrears, rechargeable repairs, and securing payments for Individual Voluntary Arrangements (IVA) and Debt Relief Orders (DRO) for recoverable debts. Additionally, you will be responsible for producing timely reports and insightful data on risks and problem areas, ensuring a proactive and strategic approach to income recovery.

We embrace the future of work with our hybrid working model, offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately 2-3 days per week in the office with the remainder being from the comfort of your own home. However bear in mind during your probation and training, we may request more office presence to ensure you feel fully supported and equipped for success. Your well-being and confidence in your role are paramount to us, and we're committed to providing the flexibility you need to excel. Of course if you'd prefer to be in the office more, then that is completely fine with us too

As part of our commitment to promoting work-life balance, we offer an optional 9-day fortnight scheme*. With this arrangement, you have the opportunity to compress your hours into nine days, allowing you to enjoy a bonus day off every fortnight. It's our way of empowering you to achieve greater flexibility and recharge, helping you be your best self.

**Your responsibilities...**
- Debt Recovery and Management:

- Recover former tenant and sundry debts in line with policies and procedures.
- Proactively manage a portfolio of former tenant rent and sundry accounts to collect owed monies.
- Ensure timely and appropriate actions throughout the income recovery process.
- Utilise Money Claims Online (MCOL) appropriately.
- Tenant Tracing and Contact:

- Use social media platforms and third-party tracing portals to locate former tenants and increase contact for debt recovery.
- Identify trends causing arrears and implement preventive measures.
- Maintain awareness of exceptions, such as cases involving domestic violence, to exclude them from caseloads.
- Communication and Reporting:

- Communicate case numbers and action plans to Income Team Managers weekly.
- Collaborate with other registered housing providers to address tenant arrears and sundry debt.
- Client Interaction:

- Agree on sustainable payment plans, regularly review arrangements, and escalate when necessary.
- Handle outbound and inbound calls with former tenants to manage arrears and set up payment plans.
- Debt Reduction Activities:

- Implement targeted call-outs and marketing campaigns in compliance with GDPR to reduce debt.
- Offer various payment methods to former tenants to maximise incoming payments.
- Administrative Support:

- Support income-related administrative tasks.
- Understand legal processes related to debt collection and advise tenants on rights and risk mitigation.
- Comprehend court pre-action and debt protocols, and clearly explain associated rights, obligations, and risks.
- Legal and Document Preparation:

- Initiate prompt legal actions when necessary.
- Prepare witness statements and bundles regarding debt history and recovery steps.
- Take appropriate actions when money claim judgments are not adhered to.
- Prepare relevant documents for the former tenant arrears process.
- Welfare and Signposting:

- Understand welfare reforms, benefits, and external factors affecting residents' payment abilities.
- Recognise and direct former tenants to local advice centres.
- We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert._
- Proven experience in pursuing arrears or former tenant arrears within housing or similar settings.
- Strong ability to analyse and present data effectively to key stakeholders.
- Excellent customer care and communication skills, both written and verbal.
- Extensive experience in a customer service environment, particularly within a Housing Association or public service organisation, involving direct interaction with customers and resolving challenging issues.
- Solid knowledge of housing law and court processes, including pre-court protocol.
- Demonstrated success in working ef