Debt Collection Adviser

Goodman Masson
14 Jun 2019
24 Jun 2019
Contract Type
Full Time
Cross Keys Homes is an award winning, innovative and dynamic organisation experiencing growth and success as a business.
We pride ourselves on being a commercial minded business with a social heart, due to experiencing recent growth we are looking for an ambitious, energetic and experienced Incomes Adviser who will work as part of our dedicated Incomes Management Team
We are offering a supportive team environment, supportive management, a company that really stands by their core values and is passionate about providing excellence in service.
To be considered, candidates MUST have prior knowledge and experience of collecting overdue monies, debt collection or within a role involving Incomes Management and Recovery of Rental Arrears.
the core responsibilities for this role include:
  • To be directly responsible for managing recovery action on debts owed to Cross Keys Homes in accordance with the systems, processes and guidelines issued by Cross Keys Homes and the pre-court protocol
  • To be directly responsible for maximising income from rent, leasehold and sundry accounts within a defined geographic area
  • To proactively engage with customers using a variety of means to offer early intervention, build positive relationships and obtain information which can be used to reduce arrears
  • To ensure that Cross Keys Homes' debtors are advised of their position and the procedures that will be followed to recover the debt.
  • Engage with customers and reach a realistic and affordable payment plan which is informed by an accurate financial statement.
  • Directly responsible for all court activities including preparing files for court hearings and making court applications.
  • Directly responsible for being the sole representative at possession hearings for Cross Keys Homes at the relevant county court.
  • Directly responsible for liaison with the court bailiff to arrange and attend evictions where appropriate and assisting the Court Bailiff to secure our property.
  • Facilitate customers receiving appropriate support, assistance or signposting to internal teams, statutory and voluntary agencies with specialist advice on social needs, welfare benefits and other debt related issues.
  • To work with and establish partnership relationships within the organisation and other external agencies to resolve income management issues.
  • To take personal responsibility for understanding and implementing all relevant legislation, strategies and corporate policies and procedures.
  • To take personal responsibility for adhering to the Data Protection Act to ensure that customer confidentiality is not breached.
  • To take personal responsibility of accurate record keeping, data recording, updating of IT systems and advice given to customers.
To be considered for this fantastic opportunity you will meet the following criteria:
  • A knowledge and understanding of income collection principles and the legal process for debt recovery
  • Knowledge of where legislation is likely to relate to housing, income collection and the tenant/landlord relationship.
  • Working knowledge of main welfare benefits
  • Effective communication at all levels with both the public and colleagues.
  • Experience of working with and supporting vulnerable people.
  • Experience of working with a diverse customer base where English is not always the first language.
  • Demonstrate an understanding of equality and diversity principles relating to service provision.
  • Experience of successful complaint management and resolution.
  • Experience of managing own work load and appropriate delegation of tasks in an office environment.
  • Knowledge of using computer based IT systems including Microsoft Word, PowerPoint, Excel, Outlook etc.
  • Proficiency in the use and application of arithmetical skills
  • Working knowledge of relevant payment methods and associated mechanisms offered by the business
  • Successfully achieving set targets and objectives.
  • To ensure delivery of high quality services within a pressurised environment.
  • To meet deadlines, prioritise work and respond positively to changing service requirements, often at short notice.
  • Knowledge of basic child protection and adult safeguarding principles.
  • Ability to learn and retain extensive knowledge of all areas of service.
  • Attention to detail and accuracy with record keeping.
  • To be flexible and adaptable in a multi-skilled environment.
  • Ability to work in a team based environment
  • Ability to effectively analyse reports using sound technical skills to ensure efficiency
  • Ability to understand KPI outputs and be responsible for their performance in these areas
  • Full UK driving license and access to a car
  • This role will require an enhanced DBS check
Whilst we endeavour to contact all applicants, should you not hear from us within 21 days of applying please assume you have been unsuccessful on this occasion.
In return we are offering:
  • Competitive salary of GBP27,357 - GBP31,157 depending on knowledge, skills and experience
  • Working hours: You will be working flexibly for 37 hours during Monday to Friday 8am - 8pm AND Saturday and Sunday 10am - 6pm. (Weekends will be rotational based on business needs)
  • Please note that your hours will be discussed in advance on a regular basis with your Line Manager
  • A great working environment with all the tools needed to fulfil your role
  • A friendly and supportive team
  • A highly competitive contributory pension scheme
  • Onsite Parking
  • 25 days holiday
  • Discounted on site Car Valet service
  • Onsite Dry Cleaning Service (collection and drop off)
  • Weekly onsite yoga classes
  • Employee Assistance Programme
  • Discounted Gym Membership
  • Cycle to work scheme

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