Income Collection and Dispute Resolution Officer (SO1)

VEESUPPORTSERVICES LTD; Enfield; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading housing services provider in Enfield is seeking an enthusiastic individual to manage the recovery of service charge income. The role involves dealing with leaseholder inquiries, providing financial advice, and ensuring compliance with legal processes. Ideal candidates will have experience in frontline customer service and a good understanding of leasehold law. This position offers a dynamic work environment focused on delivering first-class customer service.

Qualifications

• Experience in the recovery of service charge income.
• Understanding of Leasehold Law.
• Experience in a front-line service in the housing environment.

Responsibilities

• Maximize recovery of all service charge income and debts.
• Submit cases and monitor progress for enforcement.
• Provide financial assistance advice to leaseholders.
• Resolve leaseholder queries and disputes.

Skills

Excellent written communication

Excellent verbal communication

Proficient in IT

Organizational skills

Ability to work under pressure

Job description

Overview

We are seeking an enthusiastic, highly motivated and innovative individual who has experience in the recovery of all service charge income. You should have experience of dealing with Leaseholders and a basic understanding of Leasehold Law. You must have direct experience of delivering a front-line service in the challenging housing environment and possess excellent written and verbal communications. You must be proficient in IT and able to provide advice on availability of financial assistance for leaseholders in respect of major works debt, including basic benefit advice and make referrals to Debt Advice Agencies as necessary. You must have experience of working in a team as well as on your own initiative and must be organised and able to work under pressure to meet tight deadlines. You must also be able to work directly with customers, have excellent communication skills, and have a passion for delivering first class customer service.

Responsibilities

• To ensure the maximum recovery of all service charge income, including the recovery of debts and arrears, in accordance with Enfield Council procedures.
• Submit cases to HMCS for on line Judgement and monitor progress accordingly.
• Determine which cases should be submitted for enforcement action, using appropriate legal processes. Liaise with legal representatives and attend court as necessary.
• Provide advice on availability of financial assistance for leaseholders in respect of major works debt, including basic benefit advice and make referrals to Debt Advice Agencies as necessary.
• Deal with leaseholder enquiries regarding outstanding debts and through liaison with other departments ensure all debts are recoverable.
• Provide a full dispute resolution Service taking ownership of the end to end process and taking full responsibility for liaising with other Teams to secure information and work with leaseholders to resolve the issues and maximise income in relation to charges and debts.
• Administer suspense account, identify and reallocate payments accordingly, assist in reconciliation of service charges accounts as necessary. Request refunds from Leaseholder accounts as necessary.