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Customer Contact Specialist Debt Advisor - Housing
£14.80 Per Hour
Job Description
Customer Contact Specialist Debt Advisor / Income Officer Housing, Rent Collections - Manchester area
One of the most respected and admired housing associations in Manchester is recruiting for
a Customer Contact Specialist Debt Advisor, ideally with rent experience in a social housing association. This is a 12-month maternity cover full time 35 hours per week, with potential to move into a permanent position within different teams within the business. Hybrid working of 3 days in the office, 2 from home is available.
You\'ll be working as part of the specialist team within the Customer service team in head office, which is a short walk from the Metrolink in Didsbury. This role will be focused on maximising the collection of debt owed from former customers and colleagues. This will involve responding to incoming contacts from customers, as well as proactively contacting customers for payments and arrangements. As part of the specialist team you\'ll also be providing advice and guidance to colleagues to minimise outstanding debts.
Role Profile
- You will be contacting customers and colleagues promptly if their tenancy has terminated or colleagues have left with outstanding debt. You\'ll do this using a range of contact methods
- You will be processing payments made towards outstanding debts and setting up direct debits and agreeing repayment plans, monitoring them to make sure they are followed
You will use the various tracing and tracking packages to identify and verify former customers whereabouts if you\'re not able to locate a former customer
- You will instigate legal action for the recovery of debts when needed, including making money claims online
- You will prepare debts for write off/write on in line with our policy, and when needed you\'ll pass over to the external debt collection agency
- You will manage credits on accounts to make sure that any refunds, transfers or adjustments are completed in timely manner
- You will recover any outstanding Housing Benefit/Universal Credits owed, and will appeal any overpayment decisions
- You will keep accurate records of all customer interactions and any advice given
- You will have the confidence to signpost customers for specialist debt advice where required
- You will recover any debt in relation to recharges, such as repairs
- You will be expected to support the Rent Specialists in peak times which may also include the verification of Universal Credit claims
- You will be expected to work flexibly between the hours of 8am and 6pm on a rota basis
- You will be working part of the week in the office and part of the week from home after an initial induction period
What you will need
- It is essential that you have experience of working in debt recovery
- It would be great if you have experience of working in a rent environment in social housing
- You will need experience of using negotiation/coaching style approaches to achieve positive outcomes
- You will need to have experience of detailed administration and recording procedures
- You will have the confidence and ability to persuade and influence customers, and make decisions supported by knowledge and experience
- You will be able to build effective relationships with colleagues and other stakeholders so you can find information and resolve problems
- You will have experience of using Microsoft office or similar
- You will be able to complete tasks in an accurate and timely manner when working under pressure
- You will have great written and verbal communication, as well as Good organisation skills and the ability to time-manage your workload
Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual\'s skills, qualifications and abilities to perform the relevant duties required in a particular role.
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SIMILAR JOBS
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Director of Policy and Research
Salary: £80,000
Location: London, or Bristol
Hours: 35 per week (28 hours per week will be considered)
Contract: Permanent
Benefits:
• 27 days annual leave + statutory holidays + 3 closures days over the Christmas period.
• Flexible working for all staff including working from home / hybrid working, and flexitime/TOIL scheme.
• Attractive family friendly policies.
• Private healthcare cover.
• Employee awards, and training and development opportunities.
For more information about our benefits please visit our website.
An exciting opportunity has arisen at the National Housing Federation (NHF) to lead our policy and research work.
The NHF is the voice of housing associations in England. We are the trade body to almost 600 housing associations, who have grown from philanthropic roots to provide 2.6 million homes to around 6 million people. You can find further information about the NHF here: https://www.housing.org.uk/about-us/
The Director of Policy and Research is a key leadership role at the NHF responsible for the development and delivery of policy and research in support of our overall strategy.
You will lead a talented and experienced team to shape policy at a national level, working with senior officials across national and local government, and provide direction to our work across a range of areas including rent policy, quality and decency, net zero and homelessness.
You will be a member of the NHF’s leadership team and work closely with our members and Board.
What you’ll do:
• Lead and support the development of the NHF’s strategic policy making across a range of complex areas.
• Drive an ambitious research agenda to ensure our influencing work is evidence based and compelling.
• Build a broad range of relationships at senior levels across government departments and with partner organisations.
• Support a highly responsive and agile policy making function, that can adapt to changing government priorities and external pressures.
• Build and maintain trusted relationships with leaders from across our membership, securing insight and support for our positions.
• Identify and manage strategic risks, working closely with colleagues and the board.
• Provide high quality professional support and advice to NHF members in relation to policy and strategy.
• Act as a member of the NHF leadership team (SMT), working with the Chief Executive and LT colleagues to deliver wider organisational goals.
• Act as a spokesperson for the NHF in the media and in high profile political settings including select committee inquiries.
About you:
• An extensive track record of developing successful policy in complex and/or highly regulated areas.
• Highly effective influencing skills and experience of developing senior relationships across a range of stakeholders and partners.
• A strong understanding of housing policy at a national level.
• A strong knowledge of the relevant legislative frameworks and processes
• Experience of commissioning external research and strategic advice.
• Significant experience of leading and managing staff and teams.
• Excellent organisational skills, including prioritising workloads, managing others and working under pressure to achieve tight deadlines.
Interested?
You can download the full job role profile and person specification that is at the bottom of the page.
Equality, diversity and inclusion
The NHF has published its equality, diversity and inclusion strategy, which was co-created with staff – https://www.housing.org.uk/about-us/transparency/who-we-are/. We are proud to be an equal opportunity workplace and we value the contribution each individual makes to our work.
We are committed to equality, diversity and inclusion and are working to increase the diversity profile of our workforce. We are currently under-represented by ethnic minorities, people with a disability or disabilities and LGBT+, and would particularly welcome applications from people in these groups.
Disability confident committed employer
We are a disability confident committed employer and if you are a disabled person who demonstrates you meet the skills and experience, we consider essential for the role, we will offer you an interview.
We are happy to consider reasonable adjustments to our recruitment process if you have a disability or have a condition that you feel may affect your performance during the recruitment process. Please email Stephanie Green, People Manager at [email protected] with your request or to arrange a time to discuss in more detail.
Our role profile and job advert can also be requested in large print or in accessible format via this email address.
Uploading your CV and cover letter
If you decide to apply for this role, when requested, please upload a version of your CV that does not include any personal details, such as name, gender, age etc. You should also ensure that you do not add your name at the end of the cover letter. This will help us to shortlist candidates for interview based solely on their knowledge, skills and experience.
Right to work in the UK / UK VISA Sponsorship
You must have the right to work in the UK and it is important to note that the NHF does not sponsor individuals to work in the UK.
Closing date for applications: 18 December 2023
Interviews to be held: week commencing 15 January 2024
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Service Charge Manager
People and progress are our purpose
We are much more than just housing; we are immensely proud and passionate about changing lives.
Born in 1994, we have been around a long time. We have supported hundreds of thousands of people to achieve their aspirations by providing safe and sound homes, creating opportunities, and helping them to live independently. We have been by their side during some of the worst and best moments of their lives.
Every day our team of 900 colleagues rise to the challenge of delivering high-quality homes and related services that make a real difference to tens of thousands of people.
As one team, we work together, and empower and support each other, to ensure we do everything we can to make a positive difference.
Our people say they are proud to be Progress; we create spaces where you feel your contribution is valued, has purpose, and you are inspired and able to thrive.
Everyone says that we are a great employer, don’t just take our word for it?
We have a Glassdoor rating of 4.2 (the UK average is 3.9/5.0).
Our recent staff survey RESULTS say!
“My manager trusts me to get on with my job!” 97 %
“In my team we actively support one another” 90%
“My colleagues and I collaborate” 87%
Position Summary
Are you passionate about making a difference in people's lives? Do you want to work for an organisation that values people, innovation, and collaboration?
Progress Housing Group are looking for a Service Charge Manager to join our team. In this role, you will play a vital part in our mission to create high-quality homes, support independence, and foster opportunities for individuals and communities.
As a Service Charge Manager you will be reporting to the Leasehold & Contracts Manager, overseeing the setting and monitoring of service charges for general needs and independent living homes. Collaborate with teams to ensure high service standards and compliance, meet reporting deadlines, and investigate and resolve initial complaints and inquiries. This role can be performed from a local office or remotely, involving record-keeping, report generation, performance reporting, and meeting attendance.
This is a full time and permanent role, working 36.25 hours per week.
What we need you to bring:
The ideal candidate will have experience in managing service charges for an excellent, cost-effective service to residents. They will also supervise two Income & Invoicing Officers. The role requires strong interpersonal skills, a focus on resident satisfaction, and the ability to build positive relationships with colleagues.
The candidate should work well under pressure, prioritize tasks, delegate when necessary, and seek support when needed. Ideally, candidates will have experience in the Housing Sector, possess accountancy knowledge, and expertise in setting service charges for compliance and efficiency.
What we will offer in return:
- A decent salary/benefits and the opportunity to develop your career.
- A relaxed culture where you are expected to plan your own day, take breaks when you need them and enjoy your work.
- A flexible working environment where you can plan your own week and work where you work best, home or office (role depending)
What’s next?
If you are an expert in your field, share our values, and are excited about our mission, we would love to hear from you.
Application Closing Date: 11:59pm on Sunday 10th December 2023
Interview Date: Friday 15th December 2023
Before you go…
We believe in the power of diversity here at Progress Housing Group. We strongly encourage applicants from all parts of society. You can read on our careers site about the actions we are taking ourselves.
Please note on the occasions where we have high volumes of applicants, some roles may close earlier than the advertised end date in order for us to manage all of the applicants appropriately.
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Business Data Analyst
People and progress are our purpose
We are much more than just housing; we are immensely proud and passionate about changing lives.
Born in 1994, we have been around a long time. We have supported hundreds of thousands of people to achieve their aspirations by providing safe and sound homes, creating opportunities, and helping them to live independently. We have been by their side during some of the worst and best moments of their lives.
Every day our team of 900 colleagues rise to the challenge of delivering high-quality homes and related services that make a real difference to tens of thousands of people.
As one team, we work together, and empower and support each other, to ensure we do everything we can to make a positive difference.
Our people say they are proud to be Progress; we create spaces where you feel your contribution is valued, has purpose, and you are inspired and able to thrive.
Everyone says that we are a great employer, don’t just take our word for it?
We have a Glassdoor rating of 4.2 (the UK average is 3.9/5.0).
Our recent staff survey RESULTS say!
“My manager trusts me to get on with my job!” 97 %
“In my team we actively support one another” 90%
“My colleagues and I collaborate” 87%
Position Summary
Are you passionate about making a difference in people's lives? Do you want to work for an organisation that values people, innovation, and collaboration?
Progress Housing Group are looking for a Business Data Analyst to join our team. In this role, you will play a vital part in our mission to create high-quality homes, support independence, and foster opportunities for individuals and communities.
As a Business Data Analyst you will play a crucial role in further enhancing the capability of the team to report on performance information within the Group. You will be involved with understanding and improving business processes, collecting and analysing data from multiple sources to understand trends and exceptions, together with providing and presenting accurate performance data to a wide variety of customers.
The role is full time, permanent working 36.25 hours per week. You will be agile based with an expectation to attend the offices in Leyland approximately once per fortnight for team or project meetings.
What we need you to bring:
We are looking for a team player with a strong eye for detail and someone who has experience in extracting, manipulating and interpreting data from core systems and data warehouses. You should have excellent customer service skills and be comfortable in collaborating and building relationships with staff and customers at all levels. You will have an understanding of data quality issues that end users may face and how these can be improved.
If you want to make a difference and are passionate about performance and all things data, we want to hear from you!
What we will offer in return:
- A decent salary/benefits and the opportunity to develop your career.
- A relaxed culture where you are expected to plan your own day, take breaks when you need them and enjoy your work.
- A flexible working environment where you can plan your own week and work where you work best, home or office (role depending)
What’s next?
If you are an expert in your field, share our values, and are excited about our mission, we would love to hear from you.
Application Closing Date: 11:59pm Tuesday 5th December
Interview Date: Wednesday 13th and Thursday 14th December in person – Leyland
Before you go…
We believe in the power of diversity here at Progress Housing Group. We strongly encourage applicants from all parts of society. You can read on our careers site about the actions we are taking ourselves.
Please note on the occasions where we have high volumes of applicants, some roles may close earlier than the advertised end date in order for us to manage all of the applicants appropriately.