- 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 ensure conduct and behaviour demonstrates a commitment to the core company values and promotes cross service working to achieve excellent customer service and outcomes
- To be proactive in all aspects of health & safety management to comply with current legislation, including CDM regulations; promote a culture of good health and safety practice within the working environment, ensuring personal responsibilities to yourself and others are discharged in line with company policies and procedures
- To demonstrate a positive, diverse and inclusive attitude to both internal and external customers and colleagues
- To actively participate in the evaluation, development and continuous improvement of the service, keeping up to date with policies and procedures and participating in meetings and training as necessary
- To work as part of a team collaborating and sharing knowledge openly to enhance service delivery, ensuring both individual and team objectives are met
- To efficiently and effectively operate the arrears control process in order to ensure Gateshead Council maximises rental income and a high quality service is provided
- To ensure you keep up to date with relevant changes in welfare reform to enable you to offer advice, support and assistance to tenants
- To be familiar with arrears recovery procedures and appropriate legislation, ensuring that these policies and legislative requirements are complied with
- To ensure cases of non-payment are managed effectively, taking appropriate and timely action including home visits, telephone work, correspondence and office interviews
- To progress legal action where appropriate to ensure that the rent arrears policy is adhered to
- To work in partnership 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 to ensure income maximisation of tenants
- Such other responsibilities allocated which are appropriate to the grade of the post.
- Experience of dealing with people face-to-face, and in potentially difficult situations
- Experience of managing sensitive and complex information with customers
- Ability to communicate effectively
- Effective negotiation skills
- Working knowledge of ICT systems, including Microsoft Office-based software packages
- Minimum of 5 GCSEs (or equivalent) at Grade C/4 or above (including Maths and English), or relevant demonstrable experience
- Evidence of continual professional development and a willingness to undertake additional training as required
- A good understanding of equality and diversity and how this is demonstrated within a work environment
- A full driving license, or ability to meet the transport requirements of the role
- Knowledge of housing-related legislation
- Knowledge of housing benefit
- Knowledge of welfare reform
- Knowledge of housing and social care issues
- Experience of negotiating with tenants
- Ability to work outside of normal office hours
- Knowledge of rent collection procedures
- Experience of working as part of a diverse and inclusive workforce
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.