Neighbourhood Officer – Income – Full Time

Settle’s purpose is to help people who are struggling to find a place to live. We help our customers to stay in their homes comfortably, so they can live the life they choose. We have developed a more focussed approach to customer services, rent collection and income maximisation. Your role will be primarily orientated towards a responsibility for arrears recovery; debt management and financial inclusion. You will work closely and collaboratively with the other Housing teams, the Customer Service Centre and partners to achieve the ambitions of the organisation.

Making it happen!

You Will

• Take a professional and active approach to the management of customer rent accounts to ensure income is maximised.
• Engage patiently with customers, provide support, empathy and opportunity to minimise debt.
• Encourage customers to access specialist money and debt advice as needed.
• Offer an excellent customer service with attention to detail and accuracy aiming to resolve queries at first point of contact.
• Apply the organisations procedures and policies and housing law where needed.
• Work closely with internal and external partners to respond to the needs of customers, signposting where necessary.
• Coordinate and oversee the preparation of court documents to be submitted for cases referred for legal action. Ensuring timely submission of relevant paperwork.
• Be professional and prepared when representing settle in the County Court on legal matters.
• To monitor and manage your own performance and personal development.
• Ensure all information systems are kept up to date.
• Use customer data when dealing with individual cases to ensure they are dealt with sensitively, efficiently and effectively.
• Maintain an up to date knowledge of relevant legislation and good practice

A basic must!

• Experience of income recovery, working in a social housing environment and knowledge of welfare benefits.
• Experience of dealing directly with the public and delivering high quality customer care.
• A flexible approach to providing services and able to work with your own initiative with a minimum of supervision.
• Have excellent time management skills.
• Collaborative approach to problem solving and delivering services.

Able To

• Identify and act on issues that indicate a tenant may be experiencing financial or wellbeing issues that are impacting on their ability to sustain their tenancy.
• Cope well under pressure and manage competing demands.
• Communicate clearly in writing and verbally with a wide range of customers and colleagues.
• Uphold and live settle’s values with a robust commitment to diversity.

For added brilliance!

You’ll be passionate not just about income maximisation and housing management

Closing Date: 15th March

INDNET