Application Pack. Recovery Officer

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1 Application Pack Recovery Officer March 2010

2 CONTENTS PAGE Recovery Officer Job Description & Person Specification A Summary of Conditions of Employment Equality & Diversity Employment Policy Information Sheet: West Kent Housing Closing Date: Monday 5 April 2010 Assessment/Interview: Week commencing 12 April 2010

3 JOB DESCRIPTION JOB TITLE: DEPARTMENT: LOCATION: SALARY: DIRECTLY RESPONSIBLE TO: DIRECTLY REPONSIBLE FOR: BUDGET RESPONSIBILITY: Recovery Officer Legal Services Sevenoaks 19,740 per annum (pro rata) Legal Services Manager N/a N/a MAIN PURPOSE OF THE JOB: 1. To provide excellent standards of service delivery and customer care for callers and visitors to the association s offices. 2. To provide an administrative service to the Legal Services Team. 3. Produce & collate performance indicators for the housing & communities team. 4. Provide effective admin support with responsibility for initiating recovery of former tenant arrears and assistance with preparing documentation for court proceedings. 5. Provide assistance to line manager 6. Produce & collate performance indicators for housing team. Initiate recovery of leasehold & shared owner arrears MAIN DUTIES: 1. Assist Legal Services Manager in preparation of summonses in respect of rent arrears, former tenant arrears and sundry debts. 2. Monitor former tenant arrears and identify new former tenant arrears on a weekly basis, ensuring correspondence is produced and issued in accordance with policy. To provide advice and assistance to clients who fall into arrears and signpost them to relevant agencies for advice on benefits. 3. To get involved in proactive work with Neighbourhood Housing Officers to prevent arrears from escalating by joint visits 4. To assist staff where necessary and follow procedure for monitoring leasehold and shared owner arrears & produce letters in relevant staff members name. 5. Undertake general admin duties within Legal Services team, including filing, telephone queries, correspondence in accordance with Association s guidance. Update data on database in order to produce reports providing accurate information on former tenants. 6. Monitor sundry debts, raise and issue invoices and letters as necessary to commence action for repayment. 7. Produce reports providing accurate information on new former tenants, void reports and performance indicators. 8. Produce and collate information for performance indicators for housing team. 9. Prepare particulars for court hearings and to assist in the effective co-ordination of services, managed by Legal Services. 10. Monitor debts which are considered irrecoverable, prepare write off list and submit for write-off in

4 accordance with financial requirements. 11. Check former tenant accounts with credit balance and where applicable arrange refunds. 12. Liaise with Council regarding Housing Benefit overpayment on former tenant accounts. 13. Help housing advisors with cover on reception when necessary. 14. Meet internal principles of customer care, West Kent s customer service standards and equality and diversity policies in all areas of work 15. Any other duties as required.

5 PERSON SPECIFICATION POST: Recovery Officer / Admin Officer KEY PERFORMANCE INDICATORS: Customer satisfaction Former arrears performance Producing arrears & nuisance PIs from information from Neighbourhood Housing Officers/IT system Empty Homes MINIMUM ESSENTIAL REQUIREMENTS Skills/Knowledge/Competencies Experience of working in an administrative post is essential, Housing Association or similar environment is desirable. Methodical, accurate and attention to detail approach is essential, along with ability to work using own initiative and to work to deadlines. IT skills in Word, Excel and Outlook, along with skills to produce letters, memos, detailed legal documents are essential. Good customer service skills Experience of dealing with the public / customers Excellent written skills and good verbal skills for liaising with customers and external agencies. Team worker, Flexible and adaptable worker 1. Experience/Qualifications/Training, etc. Experience of providing excellent customer service. Good standard of general education. ADDITIONAL DESIRABLE REQUIREMENTS 1. Skills/Knowledge: A commitment to equality. An awareness of the legal system and debt collection would be advantageous. Knowledge of Housing issues and welfare benefits would be advantageous HOURS OF WORK: 14.5 Hours per week (job share) Signed as agreed: (Employee) Dated: NOTE TO APPLICANTS: Please try to show in your Application Form whether or not you meet these requirements

6 Summary of Conditions of Employment Post: Recovery Officer Salary: The spot salary for this position is 19,740 pro rata per annum and is paid monthly on 15 th of each month via BACS. Location: This post is based from our Sevenoaks office, but you may be required to work at any West Kent office within the district. Hours: Full time hours are 37 hours per week. The contracted week is Monday Thursday 8.45am 5.15pm; Friday 8.45am 4.45pm. The hours for this post are 14.5 hours per week. Overtime & Additional Hours: In most cases, you will not normally be required to work overtime. Where possible time off in lieu will be granted. In exceptional circumstances overtime will be granted by prior agreement with the Head of Department and an Overtime Claim Form will need to be completed. If you are a part time employee and are asked to work additional hours over your contractual hours, you will be required to complete a Time Sheet. Both forms are to be returned to Payroll, Finance Department, Sevenoaks. Scheme Assistants and Mobile Sheltered Housing Assistants are asked to be flexible in their working patterns and providing additional hours cover to maintain the service provided. Pension: If your contract is for more than 13 weeks, you are entitled to join the Local Government Pension Scheme which is a 'contracted out' pension scheme. The contribution level for an employee from 1 April 2009 is illustrated in the table below and West Kent Housing Association contributes 31.8% in 2009/10. Band Range Contribution rate , % 2 More than 12, to 14, % 3 More than 14, to 18, % 4 More than 18, to 31, % 5 More than 31, to 42, % 6 More than 42, to 78, % 7 More than 78, % If you work part-time, your rate will be based on the whole time pay rate for your job, although you will only pay contributions on the pay you actually earn. The pay bands will be adjusted each April in line with the cost of living. If you pay tax and National Insurance, you get tax relief on your contributions and pay a lower rate of National Insurance, so the actual cost to you is less. Life Assurance: Should your employment become permanent and you are employed for longer than six months, West Kent will provide life assurance, which is a death-in-service lump sum payment of three times salary (subject to the

7 provisions of policy). You will not be eligible for this benefit if you are in the Local Government Pension Scheme Leave entitlements: If a full time employee: 25 days (185 hours) annual leave + additional leave of 8 public/bank holidays (59.5 hours) + 3 days (22 hours) for Christmas closure. After 5 years service: 30 days (222 hours) annual leave + additional leave of 8 public/bank holidays (59.5 hours) + 3 days for Christmas closure (22 hours) All leave is on a pro rata basis if an employee is part-time or on a fixed or temporary contract. Use of cars and loans: Staff using their car on Association business may claim business mileage in accordance with Inland Revenue s fixed profit scheme. Cars must be insured for business use. The insurance certificate will be required as proof. Car loans are available for those staff who are required to have a car for business use, due to designated position Sick Pay Scheme: The payment to staff during periods of certified sickness is in accordance with the following scale based on length of service. (Pro-rata for part-time staff) LENGTH OF SERVICE FULL PAY HALF PAY Less than one year 1 month 1 month More than one year 2 months 2 months More than three years 3 months 3 months More than five years 6 months Nil Sick pay entitlement is calculated on length of service on the first day of the period of certified sickness and the entitlement detailed above is the maximum in any rolling period of 52 weeks extension of sick pay. Where an employee has exceeded the sick pay entitlement, consideration will be given, by the Chief Executive and the Business Services Director, to extending half pay entitlement for a further period subject to a maximum of 8 weeks. Salary Continuance Insurance: The Association shall provide salary continuance insurance whereby employees with over 6 months service may receive payment of 50% of gross pay for any period of sickness in excess of six months (subject to provision of policy). Training: The Association is committed to the training and development of all employees. Training needs are identified through induction period and appraisals. Professional qualifications are encouraged, where appropriate funding is available for approved cases. Equal Opportunities: All Association employees must be committed to the Equality & Diversity policy. No Smoking: The Association operates a no smoking policy in all workplaces and company vehicles, with smoking strictly prohibited in all areas.

8 Section: Equality & Diversity Policy Issue No: 4 Date of Issue: October 2004 Committee: People & Property SCC Consulted: EQUALITY & DIVERSITY EMPLOYMENT POLICY Aim The Association aims to work with people who live and work in the communities we serve to build strong, cohesive neighbourhoods. In order to achieve this we recognise the need for a diverse workforce, which has the skills and understanding to achieve our goals. West Kent Housing Association is committed to valuing diversity in the workforce. To meet this aim we will: - Provide equality of employment opportunity to all job applicants and prospective applications by eliminating unfair discrimination from recruitment and selection procedures. - Provide all employees with the appropriate training and development they need to enable them to achieve the Association s aims and realise their full potential. - Collect and maintain records in recruitment, training and employment to identify any areas of inequality and monitor data against relevant targets - Regularly review our recruitment, selection and training and development procedures to ensure they are fair and reflect current best practice and organisational needs. - Develop and review employment practices and related terms and conditions to ensure they are nondiscriminatory and fair to all. - Endeavour to create a culture that promotes equality and diversity in all aspects of employment. - Provide training and guidance to all staff to help them implement our commitment on equality and diversity. - Use positive action to encourage people from under represented groups to apply for our jobs so our workforce reflects local communities and the profile of our service users. Responsibilities & Implementation Board and Senior Management The Board has overall responsibility to ensure that we fulfil our commitments to equality and diversity. The Chief Executive and Senior Managers have responsibility to ensure that we fulfil our commitments on a day-today basis. All Staff All staff have the responsibility of ensuring this policy is put into practice. We expect a commitment from all employees to treat each other with respect and set exceptional standards for others to follow. Additional responsibilities apply to those who manage staff and to those who are involved in recruitment, promotion, training and development.

9 Breaches of this policy may lead to action being taken following the Association s disciplinary or grievance procedures. Monitoring and Review The Head of Human Resources & Organisational Development has the responsibility for monitoring and reviewing the policy in relation to employment and supporting managers with its implementation. Human Resources will monitor, review and report on: - Composition of the workforce by Department, Grade, Age, Disability, Gender and Ethnic Origin - Monitor applicants, those short-listed and appointed for each vacancy - Compare West Kent profile with service user Census data. Reports will be prepared six monthly for Management Team and annually to Board. Employment The statutory framework for Equality and Diversity The present statutory requirements within which we apply this policy are detailed below: Race Relations Act 1976 Race Relations (Amendment) Act 2000 Sex Discrimination Act 1975 and 1986 (as amended) Disability Discrimination Act 1995 Equal Pay Act 1970 including Equal Pay (Amendment) Regulations 2003 Human Rights Act 1998 Employment Rights Act 1996 Employment Relations Act 1999 Employment Act 2002 EC Directive 2000 Equal Treatment of employment & training Employment Equality (Region or Beliefs) Regulations 2003 Employment Equality (Sexual Orientation) Regulations 2003 Disability Discrimination Act (Amendment) Regulations 2003 Regulations on age are due to be introduced from 2006 EC Directive 2000 Equal Treatment between people irrespective or racial or ethnic origin Race Relations Act 1976 (Amendment) Regulations 2003 Flexible working Regulations 2002 Part-time Workers Regulations 2002 and Amendment regulations Fixed Term employees (prevention of less favourable treatment) Regulations 2002 Maternity and Parental Leave Regulations 1999 and amendments regulations 2001 and Paternity and Adoption Leave Regulations 2002 West Kent Policies Examples of specific policies on employment that will apply within the statutory framework include: Recruitment & Selection Training & Development Appraisals Flexible Working Maternity, Paternity, Adoption Leave Parental Leave Emergency Leave (in Leave Policy) Harassment & Bullying at Work Disciplinary Grievance

10 Welcome to West Kent Housing Association West Kent is a top performing housing association providing excellent homes and services across Kent. We were recently accredited with the Customer Service Excellence Award, are a Gold IIP employer and in 2008 listed as a Times 100 Best Small Company to work for. Our vibrant, community-based social business provides quality homes and services to people living in the South East where there is high demand and insufficient supply. Managing over 5,500 homes and employing more than 200 staff, we are working to the principle that we are more than just a landlord and our tenants are firmly at the heart of everything we do. We are one of the organisations accredited by Quality Housing Services (QHS) and excel in areas such as Resident Involvement thanks to the hard work of our community development arm, West Kent Extra. Our Lifeways support services are also rated as first class, having received 8 Grade A s during recent Quality Assessment Framework audits for services for both tenants and residents. Lifeways have recently won a major contract in Medway providing an assessment and short-term floating support service to 300 clients. West Kent has some great opportunities on the horizon, and attracting and retaining high quality staff is paramount to our continued success. At West Kent people matter. Our staff, our tenants, our stakeholders are all very important to us and we invest time and energy in them all. Our aim is to provide the best housing and services and to do that we need the best staff. We pride ourselves on being able to recognise talent and to give people opportunities to train and develop themselves. Therefore we need people with a wide range of skills to run our business e.g. housing management, community support, accountants, surveyors, HR, PR, computer, and administration. We take on people who are bright, customer focused, positive and keen to learn and give them the specialist skills training needed to help run our business. We encourage staff to seek learning opportunities and internal promotion. If you are interested in working for a company that wants to invest in you, why not think about working for us. Barbara Thorndick, Chief Executive

11 Working for West Kent Every organisation will say that staff are their most important asset, but at West Kent this is definitely the case as over 15% of our employees are also our tenants our customers! We always aim to go that one step further to nurture good relationships with our staff and we have been an Investor in People since We value every opportunity to communicate with staff through: Attendance at Monthly Team Briefs Consultation through our Staff Consultative Committee Our Annual Staff Conference Presentations and Celebrations Considering and responding to Staff Suggestions Our weekly electronic Staff Newsletter Appraisals, regular 1:1 s and team meetings Since 2003, West Kent has embraced the Mary Gober Method for delivering and sustaining excellent customer service and all staff come along to this as part of their induction. Their inspiring seminars encourage our staff to recognise the importance of working together for common objectives, empowering them to make changes to improve the way we work. A number of our staff are trained Mary Gober Coaches, using these skills to promote a can do attitude within the organization. They work together with our Can Do Champions who aim to bring the business plan alive for the wider staff group. What our staff say about us In our last bi-annual Staff Survey, this is what our staff said: 89% believe that West Kent is an equal opportunities employer 85% of staff would recommend West Kent as a good place to work 81% feel that their work gives them a feeling of personal accomplishment We really listen to our staff and we strongly value the contribution they make to our organisation. We have a well-utilised Staff Suggestion Scheme and our Staff Consultative Committee and Can Do Champions have successfully improved the communication channels across the Association. What we can offer you We are a friendly and open-minded organisation and we have continued to expand our workforce considerably whilst remaining focused on employees needs. We offer a working environment and conditions where individuals can truly develop. Our annual appraisal process is carried out with enthusiasm and commitment and enables all employees to see how their efforts directly contribute to the Business Plan and the overall success of the Association. We understand the importance of Work-Life balance. We offer an attractive benefits package which includes 25 days annual leave (plus 3 days at Christmas), a final salary pension scheme and life assurance, healthy lifestyle and personal development grants, the right to apply for flexible working, a twoway annual leave trade-in scheme, access to the Employee Assistance Programme, and a child care voucher scheme. We also offer staff a discount card for use at selected national and local retailers, businesses and restaurants.

12 Staff training and development We are committed to training our staff to help us achieve our business goals and to enable their own personal and career development. We have been an accredited Investor in People since 1994 and undertake regular assessments every three years to retain this standard. Our training strategy is designed to help us deliver our business plan and is linked to regular 1:1 s and annual appraisals for all staff. The training we offer includes: A comprehensive induction programme including corporate and on-the-job training Customer service training using the Mary Gober Method Skills training and shadowing Management development opportunities Support for studying professional qualifications Opportunities to join focus groups and projects Support for maintaining continuous professional development Personal development grants Feedback from staff This is what some of our staff say about the training and development opportunities provided by West Kent:- Steven Bennett, Neighbourhood Housing Manager, has recently completed the Diploma in Management: The course has helped increase my confidence in dealing with my every day role. It was hard work but very fulfilling and rewarding. Kelly Webb, Project Manager, joined West Kent in 2002 as a technical administrator. Surveying is a career I would not have considered in a million years! West Kent gave me an excellent opportunity. Now that I have completed my Higher National Diploma in surveying, I am now doing a degree course. I could not have done this without the day release scheme. How can I apply to work for West Kent? All of our job vacancies are advertised on and we welcome informal enquiries from people who might be interested in joining us in the future Our Human Resources team can be contacted by using the details below: Debra Walker, Head of Human Resources & Organisational Development Direct Line: Meera Gajjar-Taylor, Human Resources Support Officer Paula Radcliffe, HR Advisor L&D Direct Line: Direct Line:

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