Job Description

Role Purpose

• Be the first point of contact for the Council in respect to all service charge billing and collection queries. By negotiating payment plans and deciding on which cases to instruct legal to sue, the post holder is directly responsible for the revenue income stream into SHS and the HRA.
• Lead and be the first point of contact on all issues relating to the recovery of revenue service charge and major works service charges of leased housing revenue account portfolio.

Responsibilities

• To maintain appropriate relationships with other departments of the Council, external agencies and the community, and to develop joint initiatives where these add value to service delivery.
• To have a comprehensive knowledge and understanding of legislation relevant to service charges and homeownership management, particularly in the public sector. Including knowledge and understanding of the Landlord and tenant Acts 1985 and 1987, the Housing Acts 1985, 2004 and 2008, the Housing and Planning Act 1986 and the Law of Property Act 1925.. To adhere to all relevant policies, procedures and guidance for the recovery of homeowner service charges with specific reference to the provision of the services to which the charges relate. To have a knowledge and understanding of all service charge construction, and the ability to explain this to customers.
• To be responsible and accountable for administering in accordance with current policies and procedures instalment agreements, service charge reductions, service charge loans or any other appropriate assistance that can be given to your customers to assist them to pay their service charges in an affordable way including referring for debt guidance to organisations such as CAB and DWP.
• Use professional knowledge to respond to complex homeownership enquiries cutting across a range of specialist areas of work, liaising where necessary with relevant teams and other departments on multifaceted queries. Take ownership of enquiries, providing clear, concise and accurate responses to a diverse range of issues using knowledge and experience of different service areas. The ability to interpret complex information and excellent interpersonal skills are essential to obtaining accurate information where more in-depth specialist knowledge is required and communicating responses effectively which in a way that reflects our policies, procedures and any statute or case law that we use to deliver our services.
• Be directly responsible for managing, investigating and responding to customers complaints and queries by providing specialist technical advice on customers\' enquiries, information and applications by telephone, written correspondence, or face-to-face, accurately maintaining customer accounts.

Requirements

• Experience of service charge recovery for a portfolio of residential leasehold properties in a mixed tenure environment.
• Experience of dealing with debt recovery.
• Experience of and ability to work on own initiative and be self-motivated and committed to providing a service to customers.
• Experience of and ability to make decisions which are informed by analysing information from customers and systems.
• Experience of using a wide range of computer packages, including bespoke accounting systems.

Contract

• Monday to Friday 9am to 5pm - Hybrid role with 2 days a week in the office and 3 working from home.
• Until fully trained it is fully office based.
• PAYE via Umbrella
• Initial 3 month contract contract

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