Role:Rent Officer Out Bound

Salary Grade:

Responsible To:Senior Rent Officer

Responsible For:n/a

Location:Liverpool

Purpose of the Role

To deliver high quality front line Income and Housing Management Services and to monitor all neighbourhood services affecting the wider Neighbourhood.

To ensure that the organisation maximises its income and play a major role in ensuring the team achieves its income targets and delivers a three star service to customers.

To provide and promote a professional, high quality, front line customer service to all LMH customers, including, housing/neighbourhood management, income management and planned investment.

Delivering a service to meet the individual needs of all customers and wherever possible resolving enquiries at first point of contact.

Specific Responsibilities & Accountabilities

  1. To maximise income collection and improve performance against agreed KPIs.
  2. To develop effective relationships both internal and external which ensure the delivery of the team’s objectives.
  3. To conduct tenancy sign-ups, informing customers of rent payment arrangements and completing housing benefit assessment and verification process forms with customers, sign-posting customers to LMH welfare advice agency and liaising with local HB service to resolve queries.
  4. To effectively manage a case load of accounts to meet service demands.
  5. To ensure that all case activity, customer contact and developments are documented and in line with the customer service standards and income management strategy.
  6. To ensure appropriate legal action is taken to recover debt including representing the organisation at court proceedings and evictions.
  1. To deliver high quality Income, housing management and tenancy enforcement services on the ground.
  2. To carry out household surveys and home/property visits as required.
  3. To respond to enquiries, requests for assistance, guidance or advice from LMH’s customers and residents generally.
  4. To help deliver area based housing activity and the provision of high quality services within the Neighbourhood.
  5. To communicate, consult and provide a direct link with local customers and other residents, to provide information, identify/address local issues and concerns and obtain views, feedback and comments from the community.
  6. To assist in monitoring the standard and quality of service delivery within the neighbourhood.
  7. To maintain continuously high standards of customer care.
  8. Carry out all administrative tasks and any necessary follow-up work.
  9. To represent LMH on groups and forums as required.
  10. To ensure a clear knowledge and understanding of team objectives and priorities and how the individual role will contribute to the achievements.
  11. To provide support and assistance to colleagues within the team through training, coaching and adopting good team ethics.
  12. To carry out such other duties and responsibilities as are consistent with the concept of the role.

Corporate Responsibilities

  1. Have knowledge of LMH’s vision and promote the values of the organisation at all times.
  2. To maintain a comprehensive knowledge of LMH departments, services, policies and procedures in relation to the role & be responsible for maintaining effective working relationships with internal services, external agencies and organisations.
  3. Comply at all times with all LMH policies and relevant legislation including Data Protection, Equality & Diversity, Health & Safety and financial regulations.
  4. To understand the key business priorities and performance indicators throughout LMH.
  5. Risk management is every member of staff’s responsibility and everyone has a role in carrying out appropriate Risk Management by adhering to the LMH Risk Framework and contributing to risk identification, assessment and control exercises.
  6. Support the delivery of value for money services, providing cost-effective, efficient, quality services to meet existing and potential customers’ needs.
  7. To have an understanding of equality and diversity, to enable the promotion of positive practices in all LMH activities.

Continuous Improvement

  1. Contribute to the development of the Service business planning process to ensure the vision and outcomes of LMH are delivered effectively.
  2. To contribute to the development of a high quality neighbourhood service that will enhance community cohesion, of the Neighbourhood and sustainability of the area.
  3. To work in partnership with staff from other services and partners agencies as required.
  4. To make full use of Information Technology developments hand-held and other technology to enable more flexible, effective working arrangements.

HC.IS.010.01

Role:Rent Officer (Outbound)

Salary Grade:

Responsible To:Senior Rent Officer

Responsible For:n/a

Location:Liverpool

Essential / Desirable / Method of Assessment
(see list below)
Education and Qualifications
Educated to GCSE standard or NVQ equivalent or equivalent experience /  / AF/ CQ
Additional customer service qualification or CIH certificate /  / AF/ CQ
Experience, Skills & Knowledge /  / AF/ I
Experience in using a wide range of relevant IT packages /  / AF
Experience of rental income recovery in a social housing environment
Excellent communication skills written/oral and inter-personal skills /  / I
Knowledge and understanding of welfare benefits and financial inclusion to support income maximisation /  / AF/ I
Experience of dealing with the public in a service environment /  / AF
Knowledge of and experience of social housing /  / AF/ I
Excellent problem solving skills /  / AF
Proven ability to carry out household visits/surveys and/or property surveys /  / AF/ I
Proven ability to contribute to meeting performance targets/objectives and contributing to successful performance culture /  / AF/ I
Relevant experience in a service with strong customer focus /  / AF/ I
Ability to work confidentially and effectively in direct contact with customers/residents/partners /  / AF
Essential / Desirable / Method of Assessment
(see list below)
Ability to work on your own initiative, prioritise your workload, and meet deadlines /  / AF/ I
Ability to work as part of a team /  / I
Willingness to work flexible hours in order to meet customer needs and business requirements. /  / AF/ I
Competencies
Able to anticipate and respond to changing customer needs through consultation and by acquiring feedback /  / I
Able to proactively communicate by considering appropriate style for situation, actively listening and building report /  / I
Able to prioritise, organise and efficiently complete day-to-day tasks and objectives showing awareness of budget restraints /  / I
Able to consult with colleagues, encourage team co-operation and make positive contributions to team activities /  / I
Demonstrates positive response to change and able to learn from own mistakes and customer feedback to improve own work /  / I

Key

AF – Application Form

I – Interview (may include presentation or occupational test where appropriate)

CQ – Certificate of Qualification

R – References

HC.IS.010.01