- Location: Gateshead Civic Centre
- Service: Customer Services
- Line manager: Rent and Income Team Leader
- Car user status: Casual
To work with tenants to collect rental income and sustain tenancies, identifying any vulnerabilities or support needs in the process.
You will operate effectively to achieve targets and provide excellent customer service.
The key roles of this post include:
- To efficiently and effectively operate the arrears control process in order to ensure Gateshead Council maximises rental income and ensure that a high quality service is provided
- To ensure you keep abreast of relevant changes in welfare reform to enable you to offer advice, support and assistance to tenants
- To be conversant with arrears recovery procedures and appropriate legislation and to ensure that these policies and legislative requirements are complied with
- To focus on cases of non-payment, taking appropriate and timely action including home visits, telephone work, correspondence and office interviews in order to ensure that prompt and effective action is taken in rent arrears cases
- To take legal action where appropriate in order to ensure that the rent arrears policy is adhered to
- To work closely with Gateshead Council’s Revenues and Benefits service to ensure effective joint working between services
- To liaise with other departments and partners to ensure appropriate referrals are made when tenants require specialist advice or support
- To provide financial and welfare benefit advice, in order to ensure income maximisation of tenants
- To demonstrate a positive, diverse and inclusive attitude to both internal and external customers and colleagues
- Such other responsibilities allocated which are appropriate to the grade of the post.
- Dealing with people face to face and in potentially difficult situations
- Communicating effectively
- Effective negotiation skills
- Working as part of a diverse and inclusive workforce.
- ICT systems including Microsoft Office based software packages
- A minimum of five GCSEs (at least grade C) or equivalent, or relevant experience.
- Discussing sensitive and complex information with customers.
- Able to demonstrate an understanding of what equality and diversity means in the workplace.
- A full driving licence and access to a vehicle
- Appropriate housing related legislation
- Housing benefit
- Welfare Reform
- Housing and Social Care issues
- Negotiating with tenants
- Ability to work outside normal office hours
- Rent collection procedures.
Working with people
Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
Relating and networking
Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.
Persuading and influencing
Gains clear agreement and commitment from others by persuading, convincing and negotiating; makes effective use of political processes to influence and persuade others; promotes ideas on behalf of oneself or others; makes a strong personal impact on others; takes care to manage one’s impression on others.
Presenting and communicating information
Speaks fluently; expresses opinions, information and key points of an argument clearly; makes presentations and undertakes public speaking with skill and confidence; responds quickly to the needs of an audience and to their reactions and feedback; projects credibility.
Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system.
Planning and organising
Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
Adapting and responding to change
Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.
Coping with pressures and setbacks
Maintains a positive outlook at work; works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.