Directorate: Customer Insight
Department: Communities
Reports To: Team Leader- Income
Directly Responsible For: n/a
Hours: 37
Overall team / department
The purpose of the department is to build strong customer relationships, sustain tenancies, maximising income, and ensuring the creation and management of safe and sustainable neighbourhoods. The team comprises of:
The Housing Team is responsible for building strong relationships with their customers to enable them to sustain their tenancy. They maintain contact with the customer throughout their tenancy, identifying where customers need additional support to maintain their tenancies in line with our requirements.
The Community Safety Team provides a responsive and proactive service to customers to tackle all forms of anti-social behaviour (ASB), and domestic abuse. The team also offers signposting to support services for mental health and wellbeing for a defined period. These teams work closely with the Advisors - Housing on a case management basis to enable them to sustain their tenancy and remain safe in their home and their community.
The Income Team, which is responsible for effective arrears management and a financial wellbeing service for customers. The team proactively manages all housing debt types, implementing payment agreements when appropriate and pursuing debt recovery to maximise income for the business.
Key role priorities
* Support customers to live happily in their homes, maintain their tenancies and access services to meet their needs.
* Maximise financial wellbeing and income collection, identifying when interventions and changes are required.
Key working relationships
* Advisor - Income directly manages the Co-ordinator - Income.
* Advisor - Income will work closely with Financial Support colleagues to ensure customers are supported to maximise income and pay their rent.
* Advisor - Income will work closely with all colleagues across the Group to support and enable other functional areas and their objectives.
* Advisor - Income must work with customers, external partners, and key stakeholders to achieve the objectives of the service.
Main duties & responsibilities
* Provide a relationship service to all customers, working in partnership to bring the best resolution for the customer.
* Case manages all arrears cases in accordance with the agreed policies and processes to maximise income collection for all types of arrears (rent, service charges, garages, and rechargeable repairs).
* Proactively manage arrears cases to maximise tenancy sustainability and reduce turnover – i.e., place the customer at the centre of the case and identify actions that are relevant to their needs.
* Manage the eviction process in line with the legal framework.
* Provide accurate and timely information to the Team Leader – Income for any purpose such as meetings, committee papers and performance reporting.
* Promote partnership working by creating links with local key stakeholder.
* Develop good working relationships with the courts to support delivery of the required outcomes.
* Work in partnership with others to deliver a person-centred approach to income collection and financial wellbeing.
* Identify opportunities to improve the processes and share these with Manager – Income.
* Ensure systems are updated with accurate and up to date information.
* Identify gaps in service provision to support with the development of community investment projects.
* Identify opportunities for customer engagement and work with customer engagement team to deliver the required outcomes.
* Complete any other tasks commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
* Achieve the strategic target (%) for current tenant arrears in line with annual target setting.
* Achieve the strategic target (%) for former tenant arrears in line with annual target setting.
* Tenancies sustained.
* Process compliance.
* Customer Satisfaction.
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re always open to feedback as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity, and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague, and third-party data
- is guided by our policies, procedures, and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
3 GCSEs (Level 4 or above) or equivalent relevant customer service experience (E)
Housing or other relevant qualification (D)
Experience
Previous experience in finance/ pursuing debt in a busy, pressured environment (E)
Previous experience in a housing / service providing organisation ideally in a finance facing role (D)
Skills, knowledge & ability
Housing/ Income Management policies and procedures (D)
Effective communication, interpersonal teamwork, and organisational skills (E)
IT skills, including use of Microsoft Office packages (E)
Personal characteristics
Able to work under pressure, deal with conflict/ difficult situations and meet deadlines (E)
Confident and resilient (E)
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.
Disability Confident
The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.
We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.
Data Protection
We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.
For full details please see our Job Applicant Privacy Policy
If you require any additional support when completing your application, please contact us