Job Description
Job reference: 000578
Salary: £30,009 per annum, increasing to £32,009 upon successful completion of your probation
Closing date: 01/05/2023
Location: Bede Island - Leicester
Employment type: Permanent
Hours Per Week: 35
So what’s the role all about?
This is a challenging role, which requires first class communication skills and the ability to be able to understand our customers needs. Customer welfare is key in everything we do and customers are always at the forefront of our thinking. You will work as part of the Income team, In the Income department enable our new customers to sustain their homes through income maximisation. This will consist of reviewing their benefits entitlement order to ensure that they are receiving everything that they are entitled to , assisting with applications, appeals and back-dates where necessary and helping them to prepare for Universal Credit and other Welfare Reforms. You will also be responsible for maximising the rental and service charges for the business by managing a number of caseloads for rent accounts.
We are happy to offer hybrid working with this role; You will be required to be in the office for around 2/3 days per week with the rest being from home, however please bear in mind we may need you to be in the office more within your probation and training. It's important to us that you feel fully ready and confident in the role before working from home. Of course if you'd prefer to be in the office more, then that is completely fine with us too!
Some of the key tasks and responsibilities include:
- Identify current residents at risk due to Welfare Reform and to provide support to prepare for changes
- Sign-post residents to specialist debt support agency where required
- Prioritise work to ensure that service standards are adhered to
- Keep accurate records on Housing Management systems and update the Income Team on progress in arrears case management
- Achieve target for set percentage of new customers supported per year and targets for rent in advance payments received directly to the business to help achieve overall business rent arrears % target.
- Ensure that internal service level agreements are maintained in relation to turn around of affordability assessments. To produce detailed reports for visiting officers prior to a resident sign up
- Accountability for income collection and debt reduction targets for all new customers
- Identify customers suffering hardship and write detailed applications to access the PA Housing Hardship Fund.
- Maintain awareness of developments in relation to Welfare Reform and Benefit legislation, policy and regulation
- Create and maintain a database of external agencies that can provide specialist support for residents
- To make a positive contribution in team meetings and one to one’s and take a proactive approach to identifying service improvements
- Develop and build relationships with DWP, Local Authorities and other external agencies
- Build and maintain relationships with key decision makers across our Local Authorities to maximise returns from DHP funding for rent in advance
- Assist residents with accessing all available welfare benefits by identifying eligibility and assisting with claims including representation at appeal.
- Make applications for grants and charity payments on behalf of customers
- Ensure the internal processes, systems, policies and procedures and adhered to
We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.
Our ideal candidate...
- Experience of working in a high pressure, customer- facing environment and achieving demanding performance targets
- Experience of helping clients with appropriate support to resolve budget related problems
- Experience of IT systems for record keeping and report writing
- Experience of building key relationships with internal and external partners
- Understanding Welfare Reform and options to mitigate risks for residents
- Awareness of external support agencies and pathways to support
- Understanding of Welfare Benefits and financial inclusion
AGENCIES: We know where you are if we need your support so please do not contact us.
Job Types: Full-time, Permanent
Salary: £30,009.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Free fitness classes
- On-site parking
- Private medical insurance
- Sick pay
- Work from home
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
Work Location: Hybrid remote in Leicester