Former Arrears & Moving On Officer #RQ1184887

February 8, 2024
£21 - £23 / hour

Job Description

Please be aware this is a Long Term Temporary post to start ASAP.

The HGL Former Arrears and Moving On Officer is to provide dedicated support to the Income Recovery Team in addressing the former arrears accounts of Housing Gateway Limited while assisting tenants to utilise move on programs in the private rented sector . Officers are to provide a high quality, professional and comprehensive collection and assessment service across the HGL Income Recovery Team. Officers are required to be adaptable and able to follow standard operating procedures with limited supervision. Office experience, hybrid working

Purpose of the Role:

The HGL Former Tenant Arrears and Moving On Officer is to provide dedicated support to the Income recovery team in addressing the former arrears accounts of Housing Gateway Limited while assisting tenants to utilise move on programmes. Officers are to provide a high quality, professional and comprehensive collection and assessment services across within the HGL Income Recovery Team. Officers are required to be adaptable and able to follow standard operating procedures with limited supervision.

Deliver an effective, efficient and customer focused service in line with Corporate Policies and within national and local legislative requirements.

Collection/financial assessment officers should actively support continuous improvement and the implementation of automation and efficient ways of working.

This position will also require the holder to keep up to date with developments and practices in the service.

Dimensions including Structure Chart:

There will be no supervisory responsibilities for this role.

Expectation that a general knowledge of the area would be quickly developed by collection/assessment officers.

Key Accountabilities:
  1. Responsible for delivering, to a high standard, the collection/assessment support service menus, working across the Assessment Hub utilising pooled resources to ensure effective operation of the services. Including but not limited to the assessment and determination of income related benefits and other reductions, complex collection service matters, data entry, customer contact, and understanding service specific collection/assessment tasks.

2. Understand and be responsive to the needs of customers, offering technical assessment and collection advice and guidance both written and verbal, and present a positive and professional image to the customer at all times, ensuring a high standard of customer service.

  1. Proactively develop skills, understanding and abilities in delivering support services in order to carry out standardised processes in a consistent and efficient manner.
  2. Deal professionally and effectively with all contacts from a wide range of people, using tact and discretion, assessing needs and re-directing enquiries, where appropriate.
  3. Deal with customer enquiries at all levels and follow through to resolution, ensuring all relevant systems are updated and the adequate audit trails are in place.
  4. Maintain clear and up to date records of customer contact and work undertaken across the shared resources and proactively establish areas of specialism.
  5. Work closely with the HGL Income Recovery Team to ensure an integrated strategic approach to operation of the service.
  6. Provide an accessible customer focused service and effectively engage with vulnerable/challenging customers and situations.
  7. Maintain a wide knowledge of policies, procedures and statutory legislation and to regularly update that knowledge in order to give correct service information and advice.
  8. Work as a team to encourage customers to use the council website as a knowledge base and customer portal for financial assessment, income, debt and income maximisation enquiries.
  9. Attend service team meetings and, with colleagues, contribute ideas and make recommendations for improvements/changes in existing procedures, policies and processes.
  10. Organise and prioritise own workload as appropriate, renegotiating targets/deadlines as conflicting demands necessitate.
  11. Understand when and how to escalate issues to ensure requests are completed within a timely manner.
  12. Maintain up to date knowledge to ensure effective utilisation of IT systems used
  13. Inform opportunities to eliminate waste, stop non-value adding activities and maximise the potential of simplified and shared ways of working and automation
  14. Carry out all accountabilities in compliance with the Council’s Policies and Procedures
  15. To work as part of a team and to assist in the delivery and completion of assessment/ collection work, supporting different work projects, ensuring the successful completion of the project.
  16. Maintain accurate and effective communication with your line manager ensuring that they are regularly appraised of changes and developments affecting the allocated work.
  17. To undertake any other reasonable duties commensurate with the grading of the post.
  18. At all times to carry out responsibilities with due regard to the Council’s Code of Conduct and related policies i.e. Equalities & Diversity, Data Protection, Confidentiality, Health & Safety.

The range of outcomes we expect you to do are set out above, however this is not intended as a complete description of your job. We reserve the right to ask you to undertake any tasks that are consistent with the grade to ensure effective service delivery. This may include working in any other service areas and / or varying hours of work, as may be reasonably required of you.

Please be aware this is a Long Term Temporary post to start ASAP.

What’s on offer

· Excellent competitive pay rate – paid weekly!

· Excellent management structure with experienced leaders

· Desirable location with excellent transport links

· A stable and well-supported working environment

You must have:

  • Post qualified experience.
  • References required for the last 5 years of employment.

Benefits of working with Semester.co.uk:

  • Free on-going training opportunities upon registering as part of our commitment to you.
  • Competitive Rates of pay
  • In house payroll, providing weekly payments and support
  • Enhanced DBS completed.
  • Support and expert advice from an approachable, dedicated and friendly team
  • An assigned dedicated & experienced consultant
  • Various employment opportunities in your preferred geographical area

If you would like to find out more information about this role, or the other opportunities Semester.co.uk have available feel free to click the 'Apply' button below

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