Swan Housing Association

Transcription

1 Swan Housing Association Job Description Job Title: Income Administration Officer Section: Reports to: Income Management Team Housing Services (London) Income Services Manager Location: ANY SWAN OFFICE Main Purpose of Job To provide administrative support to the Income team. To provide a first point of contact for residents with standard rent queries and to manage a small arrears patch. Key Responsibilities 1. Manage rent and associated queries from residents or other employees both in person, electronically and on the telephone. Explain the legal obligations of tenants to pay rent and the legal consequences of non-payment. 2. To provide administrative support to the Income team including filing, photocopying, scanning and the updating of our database. 3. To process all correspondence efficiently and in accordance with agreed procedures. 4. Administer the collection of rent through direct debit and other payment methods. 5. To liaise effectively with local authority housing benefit departments. 6. Ensure all housing benefit payments and schedules are accurately processed and coded and that income maximisation for Swan is the key focus. 7. Regularly maintain the computerised rent system to ensure that the Housing Benefit entitlement details are correct and that new properties are included. To notify all residents of any changes in their housing benefit entitlement. 8. To process invoices for the London Housing Team. 9. Provide reception cover. 10. Process transfers, tenancy amendments and the ordering of rent payment

2 cards. 11. To manage low-level arrears cases and a small arrears patch for the Income Team. 12. Prepare legal paperwork and attend court possession hearings on behalf of Swan. 13. To arrange meetings and take minutes. 14. To carry out post duties - (Franking and distribution of mails) 15. To manage the team s folder and calendar 16. Provide tenancy and welfare benefit advice to a range of customers. 17. Have a flexible approach to working hours, including evenings and weekend work. 18. Any other administrative process as identified. 19. Work closely with colleagues to achieve team targets on rent arrears, sustaining tenancies and maximising the organisation income stream. 20. Comply with all relevant Swan policies, guides and procedures. 21. Carry out any other duties as assigned and deemed commensurate with the grade and overall responsibility of the post. Finance 22. To help reduce financial exclusion and encourage customers to take up appropriate financial instruments such as Insurance, Direct Debits etc People 23. Liaison with Local Authorities, Housing Benefit departments, Department for Work and Pensions (DWP) and other statutory and voluntary agencies to ensure the efficient and effective management of rent arrears. 24. Liaison with staff, customers and other agencies as appropriate and in accordance with the agreed Customer Charter Standards. Information 25. To input data and update the computer systems as required. Administration 26. To deal with general correspondence, acknowledge letters and arrears letters

3 and other relevant documentation as required via the computer system. 27. To ensure reports are produced and that all files are kept up to date and in order. 28. To maintain spreadsheets and update the computer systems as required. Other Accountabilities 29. Ensuring that the Association s Equality and Diversity and Health and Safety policies are complied with and promoted in carrying out the duties of the post. 30. Ensuring that the requirements of the Data Protection Act are complied with in carrying out the duties of the post. 31. Ensuring that any expenditure incurred or committed is in accordance with the approved provision and with the agreement and permission of the budget holder. 32. Promote the Association in a positive manner. 33. Carry out any other duties in connection with the work of the Association as directed by the Income Services Manager. This job description accurately reflects the requirements of the job at the time of writing but may be subject to change from time to time to meet the changing needs of the Association and should be viewed as guidelines only.

4 Person Specification Swan Housing Association Job Title: Income Administration Officer Department: Income Management Team Housing Services (London) Your application should address all the requirements of this person specification. This specification will form the criteria on which suitability for short-listing for interview will be judged and will form the basis of questions to short-listed candidates. QUALIFICATIONS ESSENTIAL Numerate and literate to a minimum O Level or GCSE standard grades A-C DESIRABLE Obtained or working towards a recognised qualification EXPERIENCE AND KNOWLEDGE SKILLS AND ATTRIBUTES Experience of helping customers with rent arrears and managing low-level rent arrears cases. Thorough and applied knowledge of Housing benefit issues. Computer literate with knowledge of Word and Excel packages Understanding of customer care and quality issues ESSENTIAL Self motivated, performance driven with initiative to assess complex situations and make decisions quickly and effectively and deliver excellent customer service. A positive can do attitude Ability to take ownership and empower others accordingly. Outstanding oral and written communication skills. Good organisational skills Knowledge of relevant housing legislation Experience of working in an Organisation where quality Systems have been introduced DESIRABLE

5 and ability to prioritise own workloads. Professional, friendly, honest and open approach with the ability to work effectively and in partnership with others both internally and externally.