Job Capsule Supplementary Information: Housing Officer Rental Income Team

Transcription

1 Job Capsule Supplementary Information: Housing Officer Rental Income Team Job Family: Customer (EXPERIENCE) Job Level: Five Zone: c. 27,000 Role Purpose: The primary focus of the role is to identify and resolve arrears across all accounts. This role forms a crucial part of delivering excellent customer service through supporting tenants to enter into arrears repayment plans, apply for Alternative Payment Arrangements and administer possession proceedings where necessary. The officer will also signpost tenants to internal and external support organisations to assist them with benefit queries, and employment and upskilling opportunities in order to provide effective support which empowers and encourages tenants affected by Welfare Reform to maintain their rent accounts and to successfully sustain their own tenancy. Example outcomes or objectives that this role will deliver: To provide excellent housing management services in partnership with residents and other agencies both from an office base and by estate and home visits. To provide a high standard of day-to-day management of council property. To work with other members of staff and outside agencies to maintain and improve the quality of life for council tenants.

2 Main duties and responsibilities: To ensure that tenancy conditions are adhered to, taking enforcement action when necessary. To inform the other specialist teams of tenancy breaches and any related enforcement action where appropriate. Maximising income from rent and related benefits. To liaise with council departments and other agencies as appropriate, to maximise income and arrears recovery. To recover former tenant arrears owed to the Council including previous debts in relation to temporary accommodation. To give detailed responses to enquiries and resolve queries from customers. To represent The Barnet Group in Court proceedings relating to the team's area of work. To fulfil the Council's statutory obligations in respect of tenants. To assist in the swift turnaround of void property and in the tenancy termination process. To deal with racial (and other forms of) harassment in accordance with Barnet To assist the victims of Domestic Violence in accordance with The Barnet Group policy. Report all instances of suspected abuse or neglect of children to the duty officer in Social Services. To identify and respond to residents who require specialist advice or support, e.g. mental health problems, making referrals to the Housing Support Officer where appropriate. Liaising with Sheltered Housing Officers of sheltered accommodation concerning tenancy matters where appropriate. As directed, undertake training required in order to carry out the duties of the post in an informed, efficient and effective manner. To take part in an office duty rota to provide access to our service for customers throughout the working day. General Obligations Performance management Flexibility Ensure that performance targets are met and a culture of performance management, customer care, value for money and resident / service users empowerment is embedded across the Group Work with a degree of flexibility required to perform work not specifically referred to above although falling within the scope of the post at the appropriate grade.

3 Health and Safety All employees have a legal duty to ensure the health and safety of people at work and members of the public in premises or sites controlled by The Barnet Group in accordance with safety legislation and The Barnet Group safety policy. The Barnet Group s commitment Deliver The Barnet Group s commitment to equality of opportunity both in the provision of services and as an employer. Promote equality in the work place and in the services The Barnet Group delivers. Demonstrate commitment to a culture of safeguarding children, young people and vulnerable adults People Management Responsibilities: None. Relationships; Working as part of a large team and wider teams within the group. Work Environment: Largely working in and around the borough of Barnet, office and site based, regularly visiting customers in their homes.

4 Technical Knowledge and Experience: Education, Qualifications, Memberships Essential: Educated to a minimum A Level standard of general education, please specify including grades: Desirable: Demonstrated commitment towards ongoing professional development Degree level education or equivalent through relevant training/experience Essential: Excellent literacy and numeracy skills Experience Essential: Experience of dealing with the public in a service environment Experience of dealing with a diverse range of customers including handling aggressive and challenging customers. Experience of using IT systems. Desirable: Experience of establishing effective and external relationships with outside agencies Experience of using multi-agency approaches to resolve problems. Experience of preparing witness statements, legal documents, case reports and attending court. Skills and Knowledge Essential: A practical understanding of what constitutes excellent customer care, how it can be measured and improved and a commitment to delivering it and an experience of working with residents to improve service An understanding of integration and working with peers for a joint working approach An ability to demonstrate a proactive, customer focused/witness centred approach to the job. Able to make decisions that represent doing the right thing for customers and the organisation. Able to gain credibility, represent and promote the organisation with internal and external stakeholders. The ability to work flexibly, on own initiative, under pressure, managing competing priorities, problem solve and a

5 Responding to Individuals Being Proud Inspiring Trust questioning approach to service delivery. Able to communicate logically, concisely and effectively at all times linking in networks to build effective working relationships. Can demonstrate influencing skills, confidence and tenacity to ensure timely resolution of cases. The ability to work effectively under pressure. Initiative and self- motivated. Desire to provide services to a high standard. Excellent verbal communication and presentation skills and able to produce clear concise and persuasive written reports on complex issues. Desirable: Knowledge of housing legislation Value Behaviour Indicators Being open and honest Doing the right thing Walking the talk Taking a stand Talking positively about The Barnet Group Supporting The Barnet Group Championing The Barnet Group Putting the Group first Engaging with empathy Taking a flexible approach Changing ways of working Creating a responsive organisation

6 Taking Ownership One Team, One Outcome Working well with others Working across teams Building partnerships and relationships internally and externally Building a unified approach to delivering outcomes across Barnet Focusing on doing a good job Creating our own measures of excellence Seeking out challenging assignments Taking the lead Special job requirements Special job requirements Essential: A full, clean driving licence Access to a vehicle to be used on a day to day basis when travelling around the borough to carry out site visits. Willingness to work flexible hours Satisfactory Enhanced Disclosure and Barring Service check (previously CRB)