Credit Controller - SC6

Location

Hackney, Greater London | United Kingdom

Job description

Job Category :nAdmin / Clerical.
Location : Maurice Bishop House, Hackney Council.
Salary: £15.74 .
Hours Per Week : 36.00.
Start Date : Immediate Start
Start Time : 09:00.
End Time : 17:00.

PURPOSE OF JOB:
To provide information and advice about all aspects of rent and other charges due to Hackney Council, in order to maximise payments and minimise arrears and to take appropriate action to recover new debts and cases at the early stage of the arrears procedure.

KEY ACCOUNTABILITIES:

1. To advise tenants and external support workers on the tenants’ rent obligations and how to pay rent at the application assessment and commencement of a tenancy. To attend sign-ups, make early contact and carry out settling in visits where necessary.
2. To be responsible for the collection of rental income and other housing related debts. To arrange for the production and distribution of regular rent statements to tenants.
3. To advise and take relevant action to prevent tenants falling into arrears by giving housing and welfare benefits and debt advice or referring to the appropriate agencies. Where necessary individually consider the needs of vulnerable residents and provide suitable arrangements for meeting their requirements.
4. To escalate cases through the arrears procedure after completing all necessary actions within agreed timescales. To manage caseload and ensure all individual cases are regularly monitored so that all court protocols and good practice is complied with.
5. To visit tenants who are in arrears or who require advice and support and/ or telephone tenants who are in arrears to successfully negotiate repayment plans. Regular outgoing calls and visits will be required each month as agreed with the Team Leader – Credit Control.
6. To have a clear understanding of Hackney Council policies and procedures and follow these when taking action to recover rent arrears and other charges.
7. To maintain knowledge on welfare benefit entitlements, new changes to welfare reform and to provide advice to customers on their eligibility for entitlements and any changes in policy or legislation.
8. To take arrears actions in a prompt manner in line with the procedures and maintain high levels of customer care and support. To ensure repayment agreements with tenants are based on an analysis of tenants’ income and expenditure.
9. To ensure tenant records are kept updated and that rent debits and credits held on the system are correct. To make the best use of technology in order to maximise income and meet performance standards.
10. To contribute towards targeted and team projects which enable specific income collection and rent arrears to be properly effective and in some cases developing new services.
11. To prepare case reports with supporting information to enable decisions to be facilitated for arrears escalation, suitable notices to be issued and specific actions taken for each case.
12. To form part of effective outgoing calls and out of hours projects which ensures tenants can be contacted, payments received at various times outside of normal working hours.
13. To undertake home visits to give welfare advice and in the pursuit of rent arrears. For more complex welfare advice, ensure tenants have access to appropriate independent debt and money advice services.
14. To make applications for Department of Work and Pensions (DWP) Direct payments and assist tenants with the completion of housing benefit forms, any future Universal Credit and chase up any progress of these.
15. To arrange and attend any benefits take up campaigns or surgeries as required and to maintain up to date records of outstanding housing benefit claims, welfare benefit entitlements and inform the appropriate agency for any housing benefit overpayments.
16. To take ownership of complaints and enquiries and resolve them promptly to residents’ satisfaction. Where risks have been identified in the day to day duties, ensure these are promptly brought to the attention of the Team Leader – Credit Control.
17. To ensure all services are provided in accordance with Hackney Council Delivery Plan and overall commitment to high quality service provision.
18. To take responsibility and contribute to own continuous development and to keep up to date with trends and changes in the housing sector, legislation, policies and best practice and deliver services accordingly.
19. To support the Team Leader – Credit Control in the development of new and innovative working methods and practices which maximise efficiency. To ensure any deficiencies identified in services are brought to the attention of the Team Leader – Credit Control and rectified within the time scales agreed.
    STANDARD CLAUSES:
20. To actively promote customer care, value for money and performance management in own role.
21. To demonstrate a whole hearted commitment to the organisational values and culture.
22. To positively promote and represent Hackney Council.
23. To promote an environment of continuous learning and improvement.
24. To consistently promote and apply equality and diversity, in line with Hackney Homes’ policy/ procedures and ensure that this is demonstrated and maintained throughout all areas responsibility.
25. To be aware of, and observe fully and promote, Hackney Council policies relating to health and safety and risk management and best practice, throughout all areas responsibility.
26. The post holder will be expected to undertake such additional duties or responsibilities, consistent with the role and grade, as may be allocated.

CRITERIA:
Please specify within your statement how you meet the job criteria by addressing the requirements marked with letter (S).
Qualifications and Knowledge Requirements:

1. Understanding of housing and welfare benefits in relation to income and rent collections.
2. Understanding of Landlord and Tenant Obligations and responsibilities.
3. Experience of using ICT systems which assist in rent accounting and cash receipting systems.
4. Understanding of rent procedures for all types of tenancies and income.
5. Experience of working in a customer service environment.
6. Experience of using own initiative to suggest new ways of doings things and positively embraces change.
7. Experience of monitoring, achieving and exceeding individual targets.
8. Experience of contributing to service improvements that takes account of the needs of diverse stakeholder groups.

Skills and Abilities:

1. Good numerical skills.
2. Ability to deal sensitively with aggrieved or distressed customers. 11. Excellent negotiation skills.
3. Ability to work as part of a team with a diverse workforce.
4. Ability to develop effective working relationships with a range of both internal and external stakeholders at all levels.
5. Good written and verbal communication skills with internal and external stakeholders.
6. Ability to write clearly, accurately and appropriately to the needs of a diverse audience.
7. Ability to assess and interpret information in order to identify issues or problems.
8. Ability to suggest new ways of doing things to solve problems.
9. Ability to plan and prioritise own workload to meet individual deadlines and performance targets.
10. Ability to use a wide range of software packages including Microsoft Office e.g. Outlook, Word, Excel and PowerPoint.
    Hackney Council Requirements:
11. Commitment to Hackney Council core vision and values.
12. Commitment to a culture of learning, development and empowerment across the organisation.
13. Wholehearted commitment to the principle of achieving equality of opportunity and celebrating diversity.
14. Commitment to team working.
    Other Special Requirements:
15. Occasionally work outside of normal office hours as required.

Job tags

Salary