Housing Revenues Officer advertised by GlosJobs.co.uk

Job Details

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Cheltenham Borough Homes

Contact Information:
Cheltenham Borough Homes
HR Department
Clarence Street
GL50 3JR

Tel: 01242 775313/775315/14

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Please email your application to recruitment@cbh.org or post it to the above address.

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Housing Revenues Officer - 554


Function:  Housing Revenues
Salary:   (Per Annum) £25433
Status:  Full Time
Type:  Fixed Term Contract

About the team:

You will be working as part of the Housing Revenues Team, which comprises of a Housing Revenues Team Leader, four Housing Revenues Officers and two Housing Revenues Recovery Officers. You will also work closely with colleagues in our Benefit and Money Advice Team, Training and Employment Service and Rent Accounting Team to ensure appropriate support services are provided to our customers where necessary. Liaison with One Legal (CBC’s legal representatives) is also required on a regular basis.

The Housing Revenues Officers manage rent and service charge accounts from beginning to end, across a range of tenures. Their aim is to maximise rental and service charge income for CBH through providing a comprehensive debt recovery service. To achieve the above, it is important that work is undertaken in partnership with internal teams, and external agencies, to fully understand the individual circumstances of our tenants, and to ensure they can not only pay their rent, but that they have the best possible chance of sustaining their tenancies with CBH.

The team predominately work from home at present, however office attendance is required at least once per week to undertake aspects of the job that are not possible from home; this can be more frequent if desired. There is also the option to work from the office if home working is not suitable. For office work, the team are primarily based at our Oakley office in Cheltenham, however we utilise a desk booking system, and therefore there are opportunities to work from our other offices if space is available. Working from home is currently in line with government guidance in response to the pandemic, however it is anticipated that when safe, the team will be encouraged to utilise agile working in a manner that enables a balance of office working and home working.

In addition to home/office based working, the successful candidate will be required to undertake home visits, may on occasion be required to represent CBH/CBC in County Court and occasionally will be required to carry out evictions in conjunction with the County Court Bailiff. Following training and with the use of a lone working safety device, such visits/Court appearances would usually be conducted on a lone basis and therefore the right candidate will be someone who is able to work independently as well as alongside colleagues within the team.

The team have a wealth of experience and use this to overcome the challenges they are often faced with when trying to maximise rental collection. This results in levels of performance that consistently exceed targets, and yearly ISOQAR accreditations achieved with zero non-conformities. It is therefore important that the candidate that joins the team demonstrates the same levels of commitment and determination and can contribute to the team achieving high levels of performance.

The Vacancy:

Key Areas of Responsibility:

• Manage rent accounts within a designated area in accordance with CBH Rent Arrears Policy and Procedures, including issuing standard letters, carrying out home visits, interviews and issuing Legal Notices
• Identify potential debt problems, offer advice, support and complete referrals as necessary
• Proactively work in partnership with external agencies, and specifically CBH’s Benefit and Money Advice Team, to ensure maximum benefit take-up, maximise income, minimise debt and promote CBH services
• Verify tenants Universal Credit claim details in a timely manner, and advise if there are any issues preventing verification
• To liaise with DWP and CBC Housing Benefit to ensure tenants claims are processed without undue delay
• Initiate telephone contact with all new tenants to discuss their rent accounts and form payment arrangements in line with tenancy conditions
• Conduct home visits to tenants at appropriate points throughout the procedure to initiate face to face contact
• Prepare court statements and report paperwork for submission to Legal Services
• To provide clear instructions to Legal Services as to what money judgements are required, and any subsequent enforcement action
• Attend court for initial or warrant suspension hearings as applicable
• Carry out evictions in conjunction with the County Court Bailiff
• Keep up to date with relevant policies and legislation; including attending relevant internal and external training as required
• Adhere to ISO 9001 quality standard and support the accreditation process with the team
• Maintain electronic filing systems to enable the efficient retrieval of records and information as and when required
• To strive towards continuous improvement of the systems by making recommendations as to how the collection process can be developed
• Take reasonable care of the health and safety of self, other persons and resources whilst at work. Co-operate with management of the services as far as is necessary to enable the responsibilities placed upon the service under the Health and Safety at Work Act to be performed

Person Specification:

The essential criteria for this role:

• This role requires you to have a full driving licence, and a vehicle available for work
• Ability to organise and prioritise personal workload, and to work with minimal supervision
• Ability to work to personal and team targets
• Excellent verbal and written communication skills, including a confident telephone manner
• Good negotiation and persuasion skills
• Ability to undertake a diverse range of tasks
• Knowledge of debt awareness and the effects of debt
• Experience in a similar role within a finance/debt collection environment, including direct contact with customers
• Ability to work collaboratively and effectively with other services
• Intermediate word processing skills using Microsoft Word, i.e. ability to produce letters, reports and other documents
• Ability to undertake a diverse range of tasks under pressure and use own initiative
• Ability to demonstrate a good level of interpersonal skills, and excellent standards of customer service
• Efficient and logical approach to problem solving
• Ability to comprehend and apply legally and technically phrased information and instruction
• Ability to follow procedures and document actions

For an application pack please visit our website by clicking on the Apply Now button. Please see details to the right of this advert for information.

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