Debt Recovery Officer. Salary Grade: 19,557 23,903. Responsible For: Purpose of the Role

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1 Role: Debt Recovery Officer Salary Grade: 19,557 23,903 Responsible To: Responsible For: Location: Assistant Financial Accountant n/a Liverpool Purpose of the Role To deliver an effective and efficient collection of Former Tenancy Rent Arrears (FTA) and rechargeable repair costs, enforcement and recovery role in support of LMH s overall income collection service Specific Responsibilities & Accountabilities 1. To effectively & efficiently administer LMH s (FTA) & recharge collection, enforcement and recovery process in support of LMH s overall income collection service, including the recovery of charges relating to repairs, rubbish removal, leasehold service charges, gas enforcement legal costs 2. To effectively manage a case load of accounts to meet service demands. 3. To ensure that all case activity, customer contact and developments are documented and in line with the customer service standards and income management strategy. 4. To maintain continuously high standards of customer care. 5. To support the accurate compilation and delivery of annual service charge account bills to LMH leaseholders and sheltered tenants. 6. To accurately compile recharge account bills arising from the tenancy enforcement in relating to damage to LMH property resulting in repairs; also rubbish removal costs following a tenancy termination and legal costs arising from gas servicing enforcement activity. 7. To support the accurate compilation and delivery of annual service charge costs relating to grounds maintenance and communal block cleaning. 8. To provide LMH s principle customer interface for the provision of information and advice on recharge matters responding to tenant & leaseholder account queries. 9. To effectively & efficiently administer LMH s FTA & recharge recovery and enforcement process including referral of cases to LMH s appointed debt recovery contractor as required. 10. To issue instructions to LMH s legal advisers as required in regard to FTA & recharge cases requiring legal action.

2 11. To support customer consultation on the application of recharges. 12. To compile reports for EMT and the LMH Board detailing recommendations for the write-off of FTA & recharge costs that are identified as irrecoverable under LMH s financial accounting procedures. 13. To support the compilation of performance reports on the administration of the FTA & recharge service. 14. To accurately update and monitor LMH s financial management systems including Orchard & prelude. 15. To carry out any other duties arising from the administration of LMH s FTA & recharge process 16. To develop effective relationships both internal and external which ensure the delivery of the team s objectives. 17. To ensure a clear knowledge and understanding of team objectives and priorities and how the individual role will contribute to the achievements. 18. To carry out such other duties and responsibilities as are consistent with the concept of the role. Corporate Responsibilities 1. Have knowledge of LMH s vision and promote the values of the organisation at all times. 2. To maintain a comprehensive knowledge of LMH departments, services, policies and procedures in relation to the role & to be responsible for maintaining effective working relationships with internal services, external agencies and organisations. 3. Comply at all times with all LMH policies and relevant legislation including Data Protection, Equality & Diversity, Health & Safety and financial regulations. 4. To understand the key business priorities and performance indicators throughout LMH. 5. To have an understanding of equality and diversity, to enable the promotion of positive practices in all LMH activities. 6. Risk management is every member of staff s responsibility and everyone has a role in carrying out appropriate Risk Management by adhering to the LMH Risk Framework and contributing to risk identification, assessment and control exercises. 7. Support the delivery of value for money services, providing cost-effective, efficient, quality services to meet existing and potential customers needs. 8. To have an understanding of equality and diversity, to enable the promotion of positive practices in all LMH activities.

3 Continuous mprovement 1. Contribute to the development of the Service business planning process to ensure the vision and outcomes of LMH are delivered effectively. 2. To identify ways in which the team and LMH can further improve performance and service delivery. 3. To work in partnership with staff from other services and partners agencies as required. 4. To make full use of nformation Technology developments both internal & external Signature of post holder: Date: Signature of manager: Date:

4 Role: Responsible To: Responsible For: Location: Debt Recovery Officer Assistanat Financial Accountant n/a Liverpool Essential Desirable Method of Assessment (see list below) Education and Qualifications Good standard of education to GCSE level or NVQ equivalent Studying recognised credit management qualifications Experience, Skills & Knowledge AF/ CQ AF/ CQ Detailed knowledge of accounting systems AF/ Proven track record in debt recovery in social housing AF/ Extensive experience of financial management systems in a similar organisation Excellent communication skills written/oral and interpersonal skills AF/ AF/ Knowledge of social housing AF/ Excellent problem solving skills AF/ Ability to work on your own initiative, prioritise your workload, and meet deadlines AF/ Ability to work as part of a team AF/ Willingness to work flexible hours in order to meet customer needs and business requirements. Competencies Able to anticipate and respond to changing customer needs through consultation and by acquiring feedback Able to proactively communicate by considering appropriate style for situation, actively listening and AF/

5 building rapport Able to prioritise, organise and efficiently complete day-to-day tasks and objectives showing awareness of budget restraints Able to consult with colleagues, encourage team cooperation and make positive contributions to team activities Demonstrates positive response to change and able to learn from own mistakes and customer feedback to improve own work Key AF Application Form nterview (may include presentation or occupational test where appropriate) CQ Certificate of Qualification R References

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