Warning
Mae'r hysbyseb swydd hon wedi dod i ben ac mae'r ceisiadau wedi cau.
Senior Rent Recovery Officer
| Dyddiad hysbysebu: | 03 Medi 2024 |
|---|---|
| Cyflog: | £40,921.00 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 22 Medi 2024 |
| Lleoliad: | Teddington, South West London |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | Richmond Housing Partnership (RHP) |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: |
Crynodeb
In your role you’ll:
Support a team of Rent Recovery Officers and Complex Rent Advisor to resolve any issues that prevent us from collecting payments.
Play a key role in the management and collection of performance data, keeping up to date with patch arrears movement, and identifying KPIs and targets that drive increased rental income and reduce arrears.
Proactively manage income collection for all tenure types within a designated patch, maintaining the highest level of customer care.
Proactively engage with customers using multiple channels, including home visits or in-person appointments, to identify additional support needs,
making appropriate referrals.
Resolve customer queries quickly and accurately, delivering stellar service for every customer, every time.
Negotiate and advise on effective, tailored payment solutions to sustain tenancies, prevent arrears escalating, and maximise rental income.
Represent RHP Group in court, preparing and issuing rent arrears possession claims, application notices and witness statements, progressing cases to enforcement action, undertaking appeals, and attending evictions.
Support customers with benefit claims (including Housing Benefit, Universal Credit and Discretionary Housing Payments) or signpost to other support.
Maintain effective working relationships with external agencies and stakeholders including Local Authorities, Department for Work and Pensions, HMCTS
and local support and advice providers, making appropriate referrals.
Make sure customer transactions and rent figures are accurately recorded.
Work energetically and at pace to deliver our goals and targets.
Play your part in creating a true e-first culture within your team.
Remain curious to bring fantastic new ideas to your role which stretch you and improve our services.
Be a great team player, working collaboratively with teams across the business to improve the customer experience.
Take on other duties when we need you to, to help us to deliver great service.
We’re looking for someone with experience:
Working in a similar debt, sales, or income collection role.
Preparing legal paperwork and representation at court possession proceedings.
Debt recovery across all housing tenure types.
Preventing arrears from escalating by following policies and procedures that prevent serious debt and homelessness.
Innovative debt collection campaigns for high value arrears.
Knowledge of benefits.
Proficient IT skills, including MS Excel and Word.
It’d blow us away if you had:
Experience working in a sales or target-driven environment.
Experience of supervising a team.
The key behaviours we expect in the role include:
Role modelling our values: We know our stuff / We make it happen / We care.
Demonstrating inclusive behaviours, respecting, and embracing difference and listening to other people’s unique perspective.
Communicating clearly and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
Taking pride in being organised so you can deliver your promises on time.
Communicating clearly, concisely, and thoughtfully both verbally and in writing.
Demonstrating good numeracy skills including accurate rent analysis.
Sharing key data and information confidently and without overcomplicating things.
Making wise decisions and solving problems without over complicating things.
Putting bags of energy into finding ways of making things better, faster, and lower cost.
Remaining positive and customer focused whatever the challenge faced.
Seizing opportunities by being brave and stepping outside of your comfort zone.
Holding your hands up if you make a mistake and quickly re-focusing to put things right.
Building trust by doing what you say you will.
Support a team of Rent Recovery Officers and Complex Rent Advisor to resolve any issues that prevent us from collecting payments.
Play a key role in the management and collection of performance data, keeping up to date with patch arrears movement, and identifying KPIs and targets that drive increased rental income and reduce arrears.
Proactively manage income collection for all tenure types within a designated patch, maintaining the highest level of customer care.
Proactively engage with customers using multiple channels, including home visits or in-person appointments, to identify additional support needs,
making appropriate referrals.
Resolve customer queries quickly and accurately, delivering stellar service for every customer, every time.
Negotiate and advise on effective, tailored payment solutions to sustain tenancies, prevent arrears escalating, and maximise rental income.
Represent RHP Group in court, preparing and issuing rent arrears possession claims, application notices and witness statements, progressing cases to enforcement action, undertaking appeals, and attending evictions.
Support customers with benefit claims (including Housing Benefit, Universal Credit and Discretionary Housing Payments) or signpost to other support.
Maintain effective working relationships with external agencies and stakeholders including Local Authorities, Department for Work and Pensions, HMCTS
and local support and advice providers, making appropriate referrals.
Make sure customer transactions and rent figures are accurately recorded.
Work energetically and at pace to deliver our goals and targets.
Play your part in creating a true e-first culture within your team.
Remain curious to bring fantastic new ideas to your role which stretch you and improve our services.
Be a great team player, working collaboratively with teams across the business to improve the customer experience.
Take on other duties when we need you to, to help us to deliver great service.
We’re looking for someone with experience:
Working in a similar debt, sales, or income collection role.
Preparing legal paperwork and representation at court possession proceedings.
Debt recovery across all housing tenure types.
Preventing arrears from escalating by following policies and procedures that prevent serious debt and homelessness.
Innovative debt collection campaigns for high value arrears.
Knowledge of benefits.
Proficient IT skills, including MS Excel and Word.
It’d blow us away if you had:
Experience working in a sales or target-driven environment.
Experience of supervising a team.
The key behaviours we expect in the role include:
Role modelling our values: We know our stuff / We make it happen / We care.
Demonstrating inclusive behaviours, respecting, and embracing difference and listening to other people’s unique perspective.
Communicating clearly and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
Taking pride in being organised so you can deliver your promises on time.
Communicating clearly, concisely, and thoughtfully both verbally and in writing.
Demonstrating good numeracy skills including accurate rent analysis.
Sharing key data and information confidently and without overcomplicating things.
Making wise decisions and solving problems without over complicating things.
Putting bags of energy into finding ways of making things better, faster, and lower cost.
Remaining positive and customer focused whatever the challenge faced.
Seizing opportunities by being brave and stepping outside of your comfort zone.
Holding your hands up if you make a mistake and quickly re-focusing to put things right.
Building trust by doing what you say you will.