May Dear Applicant. Rent Income Officer

Transcription

1 May 2014 Dear Applicant Rent Income Officer Thank you for your interest in the above role. Enclosed is the information you will need to assist you in completing your application. To apply for this role you must submit your current CV along with a supporting statement no longer than 2 sides of A4. It would also be helpful if you would complete the equal opportunities monitoring form. It is not mandatory to complete this, and the information is requested purely for equal opportunities monitoring purposes, in line with our commitment to equality and diversity. Applications should be ed to jobs@kctmo.org.uk or posted to the HR Team, Kensington & Chelsea TMO, The Hub, 292a Kensal Road London W10 5BE. We would suggest that you your applications to us wherever possible, to avoid delays. If you have any queries, please contact the HR team on or via jobs@kctmo.org.uk We look forward to hearing from you. Closing date for applications: Friday 23 rd May 2014 Interview: TBC Yours sincerely Katherine Hyde Senior HR Advisor

2 Contents Page About Kensington & Chelsea TMO 3 Job description and person specification 4-8 Structure charts 9 Terms and conditions 10 Press advertisement 11 Further information about the KCTMO can be found at

3 About Kensington & Chelsea TMO The TMO was formed in 1996 when the Royal Borough's tenants and leaseholders voted to take over the management and improvement of their own homes. We were the first borough-wide tenant management organisation in the UK and the only tenant led ALMO - a not for profit company providing landlord services to almost 10,000 homes in Kensington and Chelsea. We employ about 200 staff in offices situated around the Borough and were awarded three stars excellent prospects by the Audit Commission in Over the last few years the TMO has undergone change in relation to its Constitution and Board, and more recently, in relation to the Executive Team. A new Chief Executive, Robert Black, joined the TMO in May Robert is committed to developing and continuously improving the TMO, in partnership with the TMO Board, residents, staff, the Royal Borough of Kensington and Chelsea (RBKC) and a range of external stakeholders to ensure that the TMO makes a real difference by providing excellent services and value for money. This is an exciting time to join the TMO and to help shape the organisation in its aim to become the best social housing landlord in London. Further information on the TMO can be found at

4 Job Description Job Title Rent Income Officer Directorate / Department Reports to Operations / Neighbourhood Management Rent Income Team Leader Job Purpose Salary To deliver an effective rent income collection and recovery service in accordance with legislation, the TMO s policies, performance standards /targets and customer satisfaction requirements. 28,224-32,253 per annum Grade SO1/SO2 Hours 36 hours per week (Monday- Friday) Location Network Hub & Blantyre Office Responsibilities 1. To deliver an effective income recovery service by: To maximise rent collection in line with targets by making arrangements to recover rent arrears and to enforce related tenancy conditions. To monitor tenants rent accounts and take prompt action to prevent the accumulation of debt. To provide advice on housing and other welfare benefits to tenants and assist them in maximising income and benefit entitlement. To reduce rent arrears on a continuing basis through the effective enforcement of the rent arrears policy, procedure and systems. To respond promptly and effectively to enquiries or complaints on rent matters. To assist vulnerable tenants with prompt and appropriate action and advice, and liaise with other agencies and departments to ensure that their needs are met. To be responsible for preparing timely and accurate reports on arrears cases.

5 To attend Court, prepare all relevant Court papers, and represent the TMO on individual arrears and possession cases. To prepare eviction reports and represent the TMO at evictions to ensure the successful repossession of properties. To conduct interviews and/or undertake home visits to tenants in connection with matters relating to rent payment and the recovery of arrears. To provide references to financial institutions and rent account information for the purposes of Right to Buy. To liaise with Neighbourhood Officers to ensure the delivery of coordinated and efficient services to each resident. To carry out the sign up of new tenancies so that the tenant is given advice on what their responsibilities are in respect of rent payment as well as any benefit and debt management advice that they may initially need. To manage accounts for parking spaces, hardstands and garages, including the administration of parking Direct Debits. To pursue parking arrears, issuing refunds for overpaid charges, and liaising with the Customer Services Parking Team regarding termination of accounts. 2. Service standards To maintain appropriate and accurate records to comply with statutory and service-wide reporting requirements on performance issues. Proactively monitoring and reporting to the Rent Income in respect of service delivery, performance indicators and targets. To contribute towards the continuous review and improvement of performance and customer care standards in line with the TMO s service plan. To share knowledge, learning and best practice with the team and to maintain an up to date knowledge of procedures to assist in the briefing and training of new staff. To notify the Council s fraud team of suspected fraud cases. 3. Relationships and customer care To work with other agencies and departments such as Housing Benefits, the DWP, the Housing Advice Service Kensington and Chelsea (HASKC), the Council s Tenancy Support Officers, solicitors and the Courts in delivering an efficient and effective service.

6 To adapt customer care to working practices through a customer- first approach, ensuring that service users are treated with respect and courtesy and experience an accountable service. To adhere to corporate standards of customer care in respect of answering correspondence, telephones and complaints. To contribute towards the promotion of customer consultation, involvement and participation. To be responsible for Health and Safety activities applicable to the post as set out in the TMO s policy statements. To have a full understanding of the TMO s equal opportunities policy and to demonstrate a commitment to its application. To maintain up to date knowledge and application of IT systems and applications. To undertake any other duties as required by the TMO Person Specification Job Title: Rent Income Officer Directorate / Department: Operations / Neighbourhood Management Criteria Essential Desirable How identified* Experience and Knowledge Knowledge of public sector housing issues and law. Skills and Personal Qualities Knowledge of rent arrears issues. Ability to draft memos / letters and reports to a good standard. Ideally, a Housing or Public Administration qualification. T Ability to communicate and negotiate effectively with residents, colleagues and workers in other agencies. A, I & T

7 The KCTMO Way Organisational Behaviours Ability to keep accurate records. Ability to work with minimum supervision, show initiative and make decisions. IT skills. Numerate Listens to others seeks to listen first and question to gain clarity before acting Plans and organises work plans effectively so exceeds targets and is selforganised Shows integrity integrity is acting with honesty, openness and clarity, doing the right thing for the right reason, shows political awareness Learns from mistakes seeks to learn from actions, using feedback to improve and shares learning with others Drives for results and commitments shows a strong commitment to making service improvements and a determination to achieve positive service outcomes for customers Problem solves drives for outcomes rather than focussing on problems, proactive to resolve issues and avoids escalation Shows team working focus A, I & T A, I & T T T

8 shows commitment to working with others and across teams to achieve results together, respecting and valuing each other Shows customer focus driven to provide excellence in service and seeks to meet the needs of customers, seeks to engage residents and involve them. * - Key A = Supporting Statement I = Interview T = Test

9 Organisation Structure Chief Executive Company Secretary Executive Director of People and Performance Executive Office Executive Director of Operations Executive Director of Financial Services and ICT Performance Director of Assets and Regeneration Head of Supported Housing Head of Customer Servicess Assistant Director of Neighbourhood Management Health, Safety and Facilities Project Head of Capital Investment Team Leader Supported Housing Customer Services Team Head of Neighbourhood Management North Assistant Director of Financial Services Assistant Director of HR Head of Investment Strategy Customer Services Team Rent Income & Lancaster West Head of ICT Communications Head of Contract Management Head of Neighbourhood Management South Assistant Director of Home Ownership Resident Engagement Business Improvement Principal Project Accountant Environmental Services Policy and Improvement Complaints Team

10 Executive Director of Operations Director of Housing Head of Neighbourhood (North) Head of Neighbourhood (South) Environmental Services Neighbourhood Lancwest & Rent Income Head of Customer Contact and Access Senior Housing Officer Housing Administrator Estate Inspector Estate Inspector Handy Person Receptiionist Sundry Debys Collector Rent Income Officer (Lanwest) Rent Income Team Leader Rent Income Team

11 Terms and Conditions Salary You will be paid monthly - on the 15th of the month - and your pay is to be credited to your bank or building society. Hours A 36 hour week is worked, Monday Friday, but you will be expected to work the hours necessary to discharge the duties of the position. Annual leave Your annual leave is dependent upon your conditions of service and length of continuous service. The annual leave for this position is 28 days per annum and 31 days after 5 years service. Probation All employees have a standard probationary period of six months. Season Ticket Loan Interest-free season ticket loans are offered from six months service, which are paid back in monthly instalments through the payroll. Pension Scheme The TMO is an admitted member of the Local Government Pension Care Scheme. The scheme provides for an employee contribution of either 5.5% on annual salaries up to 13,500, 5.8% on annual salaries from 13,501-21,000, 6.5% on annual salaries from 21,001-34,000 or 6.8% on annual salaries from 34,001-43,000. An additional contribution is payable by the employer. Other benefits Access to a health scheme, modern working environment and a range of learning and development activities.

12 Advertisement Kensington and Chelsea TMO is the first borough-wide housing organisation to give residents a say in the management of their homes. With nearly 10,000 properties, and a clear commitment to improving our services, we are looking for talented people who share our vision for the future. Rent Income Officer Salary: 28,224-32,253 per annum Location: The Network Hub & Blantyre Office As part of a committed team, you will provide an excellent customer-focused tenancy management service to our residents. By developing local knowledge and establishing partnerships with other agencies, you will aim to meet the needs of both our residents and the community. You will play a key role in improving the environment in which our residents live. As part of the Rent Income team, you will bring creative ideas towards delivering an effective rent income collection and recovery service within the Royal Borough in accordance with legislation, policies, performance standards and targets. Monitoring our tenants rent accounts and providing prompt, appropriate action you will aim to prevent the accumulation of debt and reduce rent arrears on a continuing basis. Often dealing with vulnerable tenants, you will offer sound advice on welfare benefits to ensure they are maximising their income and benefit entitlement. Knowledge of public sector housing issues and law is essential, alongside an understanding of rent arrears issues. Strong communication and negotiation skills are needed to ensure effective liaison with both residents and colleagues. The ability to prioritise and a confident, flexible approach is also a must. A proven track record in income collection, including experience in presenting legal cases in Court is also desirable. In return we offer excellent training opportunities, membership of the local government pension scheme and season ticket loan (after a qualifying period). For an information pack please log on to our website and click on jobs. Closing date for applications: Friday 23 rd May 2014 Interview: TBC The TMO is an equal opportunities employer No Agencies Please 12