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- Tasks: Manage service charge accounts and ensure timely payments while resolving customer queries.
- Company: Join a dedicated team within a supportive council environment.
- Benefits: Competitive salary, professional development, and a chance to make a difference.
- Why this job: Be part of a vital team that helps maintain community housing standards.
- Qualifications: Experience in customer service and knowledge of leasehold issues preferred.
- Other info: Opportunity for career growth and to work with a diverse community.
The predicted salary is between 36000 - 60000 £ per year.
The post holder will work as part of a specialist team with responsibility for collecting service charges. They will be required to manage a large portfolio of service charge accounts and to maintain contact with account holders to ensure that payments are kept up to date, issuing letters and statements where necessary. They will be responsible for authorising payment plans and checking that these are maintained. Liaising with other teams as required, they will ensure that customers' service charge queries are resolved. They will also be responsible for recommending legal action in instances of non-payment. The post holder will be expected to work to financial targets agreed with their manager.
They will be required to have a good working knowledge of the Council's IT and accounting systems, the law relating to service charges and the statutory legal basis of the landlord and tenant relationship, and of the principles of service charge account administration. In addition, the post holder should ensure that the Council's core values, expectations and service standards are promoted and upheld.
Principal Accountabilities- Manage a portfolio of service charge accounts, working to targets set by the Collections Manager.
- Monitor individual accounts, determining and taking appropriate action to ensure that account holders pay service charges in accordance with the obligations under their lease.
- Authorise and check payment plans.
- Maintain contact with account holders through letter, email, telephone, or face-to-face as appropriate; issue statements and other account documentation on request from the account holder.
- Advise the account holder on the legal and statutory basis of service charges as appropriate.
- Investigate any issues raised by the account holder with the accounting process, with service charges, and other issues, working closely with other teams within Home Ownership.
- Advise the account holder on alternative sources of information, such as the CAB, and liaise with the CAB where necessary.
- Liaise with and respond to elected members on collections issues as required.
- Investigate issues with the lease and determine that service charges are in line with the provisions of the lease; ensure that any billing errors are noted and corrected.
- Ensure that any other queries are dealt with and resolved by the appropriate team; contact other teams as necessary and monitor the progress of queries to ensure that the account holder receives a satisfactory response.
- Ensure that the collections process is undertaken in line with statutory legislation and in accordance with the council's standards.
- Ensure that customer accounts are handled with strict fiduciary control and that all transactions are fully audited and documented.
- Instruct court/recovery action as necessary.
- Request write-offs, write-backs and other account adjustments as appropriate.
- Report on performance to the Collections Manager.
- A good knowledge of leasehold issues, including but not limited to: service charges; repairs and maintenance responsibilities; current law and legislation.
- Broad knowledge and awareness of current issues and developments affecting the management of council housing.
- Experience in leasehold management and practice, or of arrears management.
- Experience in working as part of a customer-facing team, answering queries through a variety of channels within a customer-focused organisation.
- Experience of monitoring customer feedback.
- Experience of working to performance targets and deadlines and of managing workload to meet targets.
- Experience of liaising with resident, homeowner or comparable stakeholder groups.
- Relevant degree or professional qualification or equivalent experience.
Collections Officer employer: 5 Star Recruitment
Contact Detail:
5 Star Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Officer
✨Tip Number 1
Networking is key! Reach out to people in the industry, attend events, and connect with professionals on LinkedIn. You never know who might have a lead on a Collections Officer role or can give you insider tips.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or family can help you feel more confident. Focus on showcasing your knowledge of service charges and your experience in managing accounts effectively.
✨Tip Number 3
Be proactive! If you see a job posting that fits, apply through our website right away. Tailor your approach to highlight your understanding of leasehold issues and your customer service experience.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can keep you top of mind. Mention something specific from your conversation to show your genuine interest in the role and the team.
We think you need these skills to ace Collections Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Collections Officer role. Highlight your experience with service charge accounts and any relevant knowledge of leasehold issues. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills: Since you'll be liaising with account holders and other teams, it's crucial to demonstrate your communication skills. Use examples in your application that show how you've effectively resolved queries or managed customer relationships in the past.
Be Clear About Your Experience: When detailing your experience, be specific about your previous roles related to arrears management or leasehold practices. We love seeing concrete examples of how you've met performance targets and handled customer feedback.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining our team at StudySmarter!
How to prepare for a job interview at 5 Star Recruitment
✨Know Your Stuff
Make sure you brush up on your knowledge of service charges, leasehold issues, and the relevant laws. Being able to discuss these topics confidently will show that you're serious about the role and understand the responsibilities that come with it.
✨Showcase Your Communication Skills
As a Collections Officer, you'll need to maintain contact with account holders through various channels. Prepare examples of how you've effectively communicated in previous roles, whether it's resolving queries or issuing statements. This will demonstrate your ability to handle customer interactions professionally.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've had to investigate issues or resolve disputes. Be ready to share these experiences during the interview, as they highlight your analytical skills and your capacity to work collaboratively with other teams to find solutions.
✨Understand Performance Targets
Familiarise yourself with the concept of performance targets and how they apply to collections. Be prepared to discuss how you've met or exceeded targets in past roles, as this will show that you can manage your workload effectively and contribute to the team's success.
