Income and Arrears Officer

This opportunity is currently being offered on a fixed term contract basis of 12 months; however, if budgets allow the contract length may be extended and/or become permanent, though this is not guaranteed. If an internal council employee wishes to apply for this role, a secondment opportunity may be considered (please state this on your application).

We are seeking an Income & Arrears Officer to join the team at level A. This is the entry point of the role, so you will need to be able to demonstrate the relevant knowledge, experience and skills to get you started, but you will be supported to develop in your role through induction, probation and a supportive Performance Appraisal and Career Conversation. All elements of level A listed within the person specification are essential. Through your induction you will be introduced to the Career Progression Framework (CPF), which will help you to identify your areas of strength and any development needs.

The primary purpose of this role is to develop and maintain effective relationships with tenants within a defined geographical area, encouraging their cooperation in paying their rent and preventing arrears. The postholder will monitor rent accounts in detail, taking appropriate actions in line with the Council’s income collection policy and procedures.

The role also involves working collaboratively with other agencies and services to provide support and ensure residents receive the assistance they need. The postholder will use initiative and judgement to engage residents through various methods such as calls, emails and home visits.

The role includes representing the Council in court for tenancy breaches due to rent arrears and liaising with relevant agencies during eviction processes. Additionally, the postholder will signpost tenants to support services, conduct tenancy audits to confirm occupancy and identify fraud, and contribute to community engagement initiatives.

Liaise with stakeholders in a way that promotes the One Medway Council Plan and embeds our values and behaviours.

Accountabilities and outcomes:

• Manage a patch in a defined geographical area, developing effective working relationships with residents to ensure that rent accounts are successfully managed. Ensure that questions, queries and concerns are responded to in a timely manner, offering advice and assistance.

• Monitor individual rent accounts regularly and take action to prevent and address arrears in accordance with Council policies.

• Build effective working relationships with internal and external stakeholders, notifying agencies of pending evictions and coordinating with bailiffs, police and social services when necessary

• Address complex income issues, resolving discrepancies and implementing remedies that align with organisational goals and resident needs. Medway Council Job Profile

• Prepare and submit court applications for tenancy breaches and present the Council in court proceedings.

• Maintain accurate records of resident interactions, agreements and issues on the Council’s IT systems and raise Customer Relationship Management (CRM) cases accurately.

• Carry out regular tenancy audits to capture resident information, record vulnerabilities and identify cases of tenancy fraud.

• Participate in team tasks, including targeted rent campaigns, data collection exercises, and resident involvement activities.

At the discretion of the Head of Service, such other activities as may from time to time be agreed consistent with the nature of the job described above.

The post requires a standard DBS

If you would like to have an informal discussion with the recruiting manager, please call either Soji Adenowo - 01634 333515 or Julie Fulgence - 01634 333585

Career Progression Frameworks (CPF) have been introduced for all roles at Medway Council. These frameworks provide a mechanism for employees to take ownership of their development within their post and be rewarded accordingly. This means that the salary you will be offered will be at level A unless, based on an assessment against the CPF criteria, you demonstrate that you are meeting the criteria of level B or C. There will be further opportunity once in post to progress from level A to B, and B to C.

When writing your application, it is important to ensure you identify your suitability against the requirements of the job profile, as this information will be used for shortlisting and may contribute to the CPF assessment. Your application may be rejected if the minimum required criteria is not met. Further information relating to the requirements for this role can be found in the CPF Guidance document attached.

The person specification of a job profile is split into three levels:

Level A details the essential criteria that all applicants must be able to demonstrate through their application and interview.

Level B details the developed competencies that an individual who is practised in this role would be able to demonstrate and will be a progression of knowledge, experience and skills from level A.

Level C requires the highest level of competence and applicants would need to fully meet and demonstrate all aspects of the job profile, including qualifications, knowledge, skills and experience.

Important Information-

Applicants must be able to demonstrate all essential requirements as listed in the job profile

For further information, and for details of the benefits of working for Medway Council, please refer to the Medway information pack available as a download or to view online.

Please be advised that if you are not contacted within 3 weeks of the advert closing date then you have not been shortlisted. All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email.

Please visit http://www.mindfulemployer.net/ for information on how Medway Council put good practices in place to ensure employees and job applicants who declare mental health issues receive the right level of support.

We reserve the right to close this vacancy at any time prior to the closing date.