Job Description: Income Collection Officer - 12 Month Contract
Responsible To: Income Collection Team Leader
Location: Dublin
Contract: Full Time Permanent
About Us:
Tuath Housing has provided safe, secure and affordable housing since 2006. A lot has changed over the years, but our values remain the same. In partnership with Key Stakeholders, our main focus is on delivering more quality homes to more people and providing an outstanding Customer experience to our 27,000 residents.
Working with Tuath Housing is different because we make a difference. We maintain and develop our team of dedicated, motivated, and authentic people through focused training and career development.
If you are driven to make a difference and believe that everybody needs a home, Tuath is waiting to hear from you.
Our People and Culture:
Our employees benefit from a positive working culture, learning and development opportunities, and an extensive benefits package which includes:
24 days annual leave
Attractive salaries commensurate with experience
Pension scheme, bike-to-work scheme and a wellness allowance
Career development opportunities and a study aids scheme
Access to an Employee Assistance Program
Flexible working and an excellent work-life balance package
Tuath Housing are accredited with the Silver Award from Investors for Diversity and are committed to promoting a diverse and respectful workplace reflective of all cultures, nationalities, backgrounds, genders, members of the LGBTQ+ community and people from traditionally marginalised backgrounds. We are committed to creating and maintaining a workplace where all colleagues can be their most authentic self.
Tuath is committed to embedding environmental, social and governance (ESG) considerations into every aspect of the business, and to implementing a business plan that emphasises social responsibility throughout our operations. We strongly believe in the importance and value of working in partnership with our many stakeholders to deliver more homes to more people, creating communities across the country. By tracking Tuath's ESG achievements, we can lead the way in making the affordable housing sector in Ireland more sustainable; and by having a positive environmental and social impact Tuath will also deliver better results to our residents, our employees, and the wider community.
If you are driven to make a difference and believe that everybody needs a home, Tuath is waiting to hear from you.
Job Summary:
As Income Collection Officer your primary focus on minimizing rent arrears through arrears prevention, collection and recovery with the aim of supporting our customers to sustain their tenancies and meeting set key performance indicators for arrears.
You will be responsible for achieving the organisations objectives and ensuring activities are carried out to the highest standards of integrity and professionalism and within set key performance indicators. This includes working to develop strong and effective cross functional working initiatives, both internally and externally, and taking the lead on developing and implementing specific operational service improvements and representing the organisation with partners and stakeholders. You will develop and be responsible for implementation of income related policies.
The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation.
KEY RESPONSIBILITIES (Functional):
1.To ensure a high performing, efficient and customer focused income collection service and support tenancy sustainment.
2.Responsible for achieving all aspects of income collection (current, former customer arrears and recharges), including team performance, KPI's/income targets, and debt recovery.
3.Complete designated weekly caseloads.
4.Take responsibility for the appropriate and effective action to recover rent arrears, service charges and sundry debts within a defined area.
5.Support enforcement action in conjunction with the RTB Team to recover rent arrears and other debts.
6.Provide a liaison service between the organisation and other agencies in support of rent collection.
7.Provide financial inclusion advice, information and support to customers and provide debt awareness advice to customers.
8.Work closely with Housing Officers in the collection and recovery of rents.
9.Ensure appropriate liaison with other teams when arranging evictions, to minimise any rent lost through the empty property process.
10.Ensure that all activities undertaken are compliant with policy, procedures, and relevant legislation.
11.Implement a responsive and empathetic complaints handling system, ensuring swift resolution and fostering positive customer relationships in line with our complaints policy.
12.Collaborate with other teams and agencies to provide holistic support to
customers facing financial difficulties.
13.Collaborate with local agencies, social services, and charities to establish partnerships that can provide additional support to customers facing financial challenges.
14.Implementation and approval of the Hardship Policy, ensure that utilisation is in line with sustainment needs.
15.Manage escalations with the Residential Tenancies Board (RTB) when necessary, ensuring that all relevant documentation and information are provided in a timely and accurate manner.
16.Act as a point of contact for RTB-related matters and represent Tuath Housing in hearings or disputes when required.
17.Develop and maintain relationships with all agencies in our communities and internal as well as external partners to ensure effective service delivery and the achievement of key objectives.
18.Support customers to sustain tenancies by prevention, early intervention, and income maximisation.
19.Ensure a high level of customer service is provided to both internal and external customers.
KEY RESPONSIBIITIES (Organisational):
20.Provide input into the Operational plans.
21.Adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required.
22. Provide statistical data, information, and testimonials for annual report.
23.In all aspects of the company's work, promote effective communications, excellence in customer service, and a focus on continuous improvement.
24.Be pro-active in the development and maintaining of strong networks and relationships with colleagues and in other organisations and agencies, to ensure excellence in service delivery.
Health and Safety Responsibility
25.To conduct all activities in a manner which is safe to yourself and others. To be aware and to act in accordance with the Association's Health and Safety Policy.
26.Ensure all appropriate health and safety risk assessments are in place and making sure colleagues are aware of and adhere to any specific instructions and use personal protective equipment where required. Ensure that team members are aware of any risks associated with their role, adhere to any specific instructions, and use personal protective equipment where required.
Essential - Full, clean driving licence and daily use of car. Where prevented from this due to a disability the candidate must be able to demonstrate how they will meet the mobility requirements of the post.
This job description is not definitive or restrictive and will be subject to periodic review.
