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Housing Officer (Income)
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At Cairn Housing Association, we’re passionate about creating great homes, delivering great services and offering great opportunities for our people.
We are currently recruiting for a Housing Officer (Income) to join our team as part of our ongoing commitment to landlord health and safety compliance for our tenants and residents in over 5000 homes across Scotland.
Reporting to the Income Manager, you will provide an excellent Income Management Service to our tenants and customers. You will also help to deliver a housing management service including debt recovery & enforcement action to maximise income and sustain tenancies. In addition, you will advise & support customers with issues surrounding benefit & welfare entitlement.
Key Responsibilities – What You’ll Do
- The role is responsible for the delivery of housing management services to meet our agreed KPIs, SLA’s and legislative requirements.
- Lead & deliver all actions relating to rent arrears/allocation in line with our policies and procedures to deliver an effective housing management service and preserving our income.
- Assist and coordinate strategic projects which support organisational success and future proofing through the delivery of Strategic Action Plans.
- Organise, attend and chair if necessary multi-agency meetings to liaise with other partners and professionals for the effective partnership management of complex, high community risk or sensitive cases as required.
- Deliver an excellent day to day service to provide exceptional & consistent customer service within relevant policy & procedures by communicating effectively with a wide range of individuals with varying needs.
- Perform effective data management to enable accurate reporting and monitoring.
- Manage, develop, motivate and carry out Risk Assessments for direct reports to provide an excellent service suited to current and future organisational needs.
- Build and maintain relationships through partnership working internally and externally to deliver a one team approach.
- Lead on and enforce legal action in order to comply with our policies and procedures.
- Support colleagues and manage multiple direct reports and contribute towards training new staff to assist with developing the team.
- Resolve customer issues and queries and apply creative thinking to identify personalised solutions to the satisfaction of customers.
- Respond to customer contacts, including investigating and responding to 1st stage complaints and assisting with responses to 2nd stage complaints to provide a high level of customer service.
- Contribute to, influence and implement the development of policy and procedures to ensure legislation is followed.
- Monitor budget spend in line with Line Management delegated authority to ensure plans do not exceed allowed expenditure.
- Pursue former tenant debt and recovery of re-chargeable repairs
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Requirements – What We’re Looking For
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- Educated to HND level or other relevant professional qualification.
- Significant Line management/supervisory experience and substantial experience within a housing role 3-4 years.
- Significant experience in a similar role delivering a customer focused service.
- Knowledge of the social housing sector as well as a detailed understanding of housing legislation and best practice guidance and a detailed understanding of Welfare Benefits and their interaction within the Social Housing sector.
- Competent in the use of Microsoft Office 365 applications
- Detailed understanding of the scope and content of current legislation and regulations applicable to compliance activities with substantial knowledge of compliance policies.
- It is desirable that you have significant experience of dealing with vulnerable individuals.
- You must have a willingness to travel to different sites, training and any other meetings as required
- Disclosure Scotland and Right to Work checks, a valid Driving licence and a car available for business use are mandatory for this role
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