Job Description

Job description

Job Title:

Income & Credit Control Officer

Department:

Landlord Services Department

Responsible To:

Income and Admissions Manager

Salary:

32,550 per annum

Working Arrangement:

Monday to Friday based at our office in Winnersh

Hours:

9 am to 5 pm - 37.5 hrs a week (30 min unpaid lunch)

Annual Leave:

25 days per year, plus your birthday off and all bank holidays. EHSL recognises long service by granting an extra 2 days of holiday each year after 3 years of service.

About EHSL:

EHSL is a non-profit organisation providing supported housing for individuals with diverse needs, including learning disabilities, mental health issues, autism, and other health-related challenges. Our services are mainly in London and nearby areas, with additional provisions in the East and West Midlands and the East of England. We aim to create safe, supportive living environments for our tenants, ensuring they have access to necessary support to thrive in their communities.

Purpose of the Role:

The Income & Credit Control Officer is responsible for the daily execution of tasks related to tenant & business Income collection, housing benefit applications, arrears management, and Voids. This role is crucial for ensuring quality service delivery while adhering to regulations and promoting an inclusive environment for tenants. The officer will work closely with the Income and Admissions Team and others to meet departmental goals and continuously improve service delivery.

Key Responsibilities:

To ensure all debt is chased in a timely manner and support process and recommend improvements to enhance portfolio debt recovery Develop Care Provider & Tenant relationships to improve collections Resolving unallocated cash queries Maintaining the sending of arrears letters & Invoices Escalation of problem accounts and legal matters to the Head of Landlord Services Chasing debts by telephone, email and letter Manage arrears to ensure follow ups are no more than 7 days between chasers Ad hoc tasks as required Collaboration: Work with housing officers and other service providers to discuss individual tenant needs and determine the best placements. Admin: Complete tenant files, add tenant occupancy details to the property management system Accurate Record-Keeping: Ensure all documentation is completed accurately and stored securely, complying with legal and organisational standards. Housing Benefit Claims: submit housing benefit claims on behalf of tenants, making sure all information is correct and submitted within deadlines. Address any discrepancies with local authorities promptly. Policy Compliance: Ensure adherence to the organisation's rent arrears and Credit Control policies and procedures, participating in eviction processes as required and preparing necessary legal documentation.

Customer Service and Performance Improvement:

Building Relationships: Foster good relationships with tenants and Care Providers by being responsive to their inquiries and concerns, ensuring they feel supported throughout the process.

Advocacy for Tenant Rights: Promote tenants' understanding of their rights and responsibilities, providing clear information about available support services and options.

Feedback Collection: Regularly seek and analyse feedback from tenants regarding their experiences, using this information to identify areas for service improvement.

Reporting and Monitoring:

Monthly Reporting: Prepare detailed monthly reports on tenant and non-tenant activities, including movements, claims, and compliance activities, provide updates on the payment status of invoices from Care Providers.

Tenant Movement Tracking: Work closely with the team manager to track tenant and care provider movements, ensuring accurate reporting on void properties and addressing associated costs effectively.

Data Accuracy Audits: Conduct regular audits of tenant data and records to ensure completeness and compliance with General Data Protection Regulations.

Team Collaboration and Development:

Team Support: Collaborate with the Income and Admissions Team Leader and other team members to create a positive and productive team environment. Participate in team meetings, sharing insights and contributing to discussions on service improvement.

Mentorship and Training: Assist in training and mentoring new team members, ensuring they understand policies, procedures, and best practices. Share knowledge to help enhance the overall capability of the team.

Continuous Improvement: Engage in ongoing personal and professional development opportunities, attending relevant training sessions and workshops to enhance service delivery and stay updated on best practices in housing management and support services.

Any other duties, tasks or responsibilities to meet the needs of a new and developing role and department.

Qualifications and Experience:

Essential:

Credit Control: 2 years (required) Experience in housing services, admissions, income management, or a related area. Knowledge of housing benefit regulations and case management practices. Strong communication skills to effectively interact with tenants, colleagues, and external partners. Proven ability to manage complex situations and resolve conflicts effectively. Proficient with Xero, MS Excel and Google Sheets

Desirable:

Relevant qualifications in housing management, accounting or a related field. Experience working with vulnerable populations and an understanding of the challenges they may face in accessing housing. Background in project management or initiatives aimed at improving processes and service delivery. Ability to work independently and part of a wider team Ability to meet deadlines and the month end timetable Analytical and problem-solving skills

Personal Attributes:

Proactive:

Takes initiative to drive results and support team objectives.

Detail-Oriented:

Pays attention to details to ensure accuracy in processes and records.

Empathetic:

Demonstrates understanding and compassion for tenant needs and concerns, fostering a supportive environment.

Service-Focused:

Committed to delivering high-quality customer service and ensuring tenant satisfaction.

Adaptable:

Effectively manages multiple priorities in a dynamic environment, demonstrating flexibility and resilience.
This role is essential for ensuring smooth operations within the Landlord Services department and for delivering excellent service to our tenants and Care providers. If you are passionate about supporting individuals in need and have the skills to thrive in this environment, we encourage you to apply.

Staff Benefits

25 days holiday plus bank holidays and your birthday

Funded CIH qualifications

Workplace pension

Employee Assistance programme

Bereavement Leave

Enhanced Maternity & Paternity pay.

Free parking/ On-site parking

Sick pay

Work from home-1 day per week

And more!

Job Type: Full-Time

Pay: 32,550 per Annum

Expected hours: 37.5 per week

Job Types: Full-time, Permanent

Pay: 32,550.00 per year

Benefits:

Additional leave Company events Employee discount Health & wellbeing programme Paid volunteer time Referral programme Sick pay Work from home
Work Location: In person

Reference ID: Income & Credit Control Officer