Income collection is vital to ensure we are able to fund all housing related services for Rotherham Metropolitan Borough Council tenants.
After recent welfare reform changes the collection of rental income is becoming increasingly difficult and our former tenants’ incomes are becoming increasingly stretched. The Income Recovery Team has recently undergone transformation in order to deal with these challenges. As a result of this transformation we are looking to recruit a Former Tenant Arrears Recovery Administrator to help with this.
As a Former Tenant Arrears Recovery Administrator you will be responsible for collection of former tenant arrears from a caseload of your own accounts as well as dealing with newly terminated tenancies; this is to be done primarily via letter and telephone calls. You must be comfortable in communicating with tenants through various contact mediums and strike the balance between enforcement and support.
You will have a proven track record in:
- Effective telephone manner and negotiation skills
- Providing support and advice to customers to ensure income collection
- Following a process and helping to develop a service
The successful candidate will have:
- Good numeracy and written skills
- An ability to build and maintain relationships with former tenants, colleagues and third parties
- An ability to have difficult conversations with former tenants in respect of money and have a firm but fair approach to all unpaid debt
- An ability to interpret and follow policies and procedures
- An ability to learn and understand IT applications
Please see the attached job and person profile for further detail.
Skills needed – Analytical / negotiation / customer service / system knowledge / data interrogation / problem solving / decision making / flexibility / communication
Would suit individuals from the following background: Housing/ Welfare / Graduates / Credit Control / Customer Service / Financial Sector / Performance Background
A background in Debt Collection / Income Recovery / Housing is not essential but is preferred.