At a Glance
- Tasks: Help customers manage their rent debts and provide support to prevent financial issues.
- Company: Join Birmingham City Council, a leader in community support and finance management.
- Benefits: Competitive salary, hybrid working, and opportunities for personal development.
- Other info: Dynamic team atmosphere with a commitment to diversity and inclusion.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in income collection and strong communication skills are essential.
The predicted salary is between 35570 - 35570 £ per year.
Permanent Grade B - £29,542 - £35,570 per annum (pro rata for part time)
Full time Working 36.5 hours per week
Birmingham City Council Rent Service has an exciting permanent opportunity. The Rent Service is part of the Finance Directorate of Birmingham City Council and has significant responsibilities for income collection to the Housing Revenue Account (HRA). We are responsible for the annual collection of £300 million housing rents and also have responsibility for the recovery of former tenancy debt and Housing Benefit Overpayments from Local Authority tenants.
Our purpose is to maximise the collection of rent by providing our tenants with advice and support in order to prevent rent debt. We aim to promote self-sufficiency and identify vulnerable tenants at an early stage, whilst promoting and maintaining a strong payment culture and maximising income through receipt of relevant welfare benefits.
We are looking for a dynamic and enthusiastic Income Services Officer; ideally you will have experience of income collection and communicating with customers in a target driven environment. Knowledge of county court processes and systems would be desirable.
You should be able to work well as part of a team, with evidence of planning and organisational skills in order to allow the delivery of tasks within set deadlines and to effectively prioritise tasks.
Your tasks will include:
- Contacting Birmingham City Council customers by outbound telephone calls to negotiate and take payments in order to clear their rent debts and to advise customers of what is required in order to resolve debt on their rent accounts.
- Contacting Birmingham City Council customers by correspondence to advise them of the current situation with their rent account and to prompt contact where customers have fallen into debt so that corrective action may be taken.
- Managing cases end to end, reviewing and assessing customer's circumstances and making appropriate decisions whilst providing advice and guidance to customers in line with current policies and procedures.
- Accessing, filing and updating of information on computer systems using clear and concise language in order to summarise the content of any contact with customers and actions taken.
- To carry out Rent Service administrative tasks as directed by Income Services Team Leaders and Management Officers.
You may have experience of dealing with and talking to customers in a target driven environment and will need to possess verbal and written communication skills of a high level. Ideally you will possess good negotiation skills, you should be able to work well as part of a team, with evidence of planning and organisational skills in order to allow the delivery of tasks within set deadlines and to effectively prioritise tasks.
The role is hybrid however the post holder would be required to work from Birmingham City Council buildings as business needs dictate.
Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.
A Disclosure and Barring Service (DBS) check will be undertaken. Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.
Income Services Officer, Rent Service - Income Collection in Birmingham employer: Birmingham City Council
Birmingham City Council is an exceptional employer, offering a unique opportunity to work at the heart of one of the UK's largest Commercial and Procurement Services. With a commitment to employee development, flexible working arrangements, and a focus on wellbeing, you'll play a pivotal role in shaping strategic decisions that impact the community. Join us to make a meaningful difference while enjoying competitive benefits and a supportive work culture that values diversity and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Income Services Officer, Rent Service - Income Collection in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Birmingham City Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Birmingham City Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Income Services Officer, Rent Service - Income Collection in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Birmingham City Council:Your cover letter is your chance to shine! Tell us why you want to work at Birmingham City Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Birmingham City Council!
How to prepare for a job interview at Birmingham City Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
