Rent and Support Advisor

About Us: Tai Calon was established in 2010 as a not-for-profit housing association, with almost 6,000 homes we are the largest provider of affordable homes in Blaenau Gwent. Our focus is to deliver high levels of customer satisfaction in all aspects of the service that we offer. Part of that is to ensure our customers’ homes meet the Welsh Housing Quality Standards, and that is why since 2010 we have invested over £130 million in their homes. We are proud to announce that we recently achieved our Great Place to Work certification, demonstrating our commitment to ensuring Tai Calon fosters a culture of trust, fairness, respect and camaraderie, making it a place colleagues truly want to work.

About You: To be successful as a Rent & Support Advisor, the ideal candidate will demonstrate excellent written & verbal communication skills, be well organised with attention to detail for effective work planning, prioritising, multi-tasking, and meeting deadlines. They should have the ability to prioritise and cope with pressure, interpret policies and procedures, possess good IT skills, be tenant & customer focused with a ‘can do’ attitude, demonstrate integrity and support for organisation values – CALON, and be committed to ongoing personal development.

Your Knowledge, Experience and Qualifications: You will also need to have the following knowledge, experience and qualifications:

• Educated to level 2 national qualification framework for England, Wales and Northern Ireland.
• Knowledge of up to date legislation.
• Knowledge of Housing Benefit or Welfare reform.
• Knowledge of law relating to income recovery.
• Experience within a similar role and responsibilities.
• Experience using Microsoft Office – Word, Excel, PowerPoint.
• Experience using Northgate or a similar management system.
• Experience working in a financial environment, arrears recovery, housing benefits, money advice.
• Experience dealing with tenants and the public within the RSL sector.

What you’ll be doing: To deliver a comprehensive customer-focused income and advice service, including support, proactive engagement and enforcement to help residents sustain their tenancies. Collect and maximise income in line with Tai Calon’s policy, ensuring guaranteed income to the business enabling delivery of the business plan. To be responsible for a complete income recovery service, which includes current rent arrears, former tenant arrears, court costs and service charges, minimising debt.

As a Rent & Support Advisor, you’ll take ownership in:

• Providing a holistic and robust pre-tenancy service.
• Risk assessing and using discretion to identify if the tenancy is affordable and sustainable.
• Delivering a comprehensive rent management service, with complete responsibility for all elements of rent arrears management, from first contact through to pre and post court action including compiling cases for court together with extensive evidence.
• Recovering other charges, such as service charges, court costs, former tenant arrears, in line with Tai Calon’s Policy and Procedures and Legislation.
• Using your initiative, organising and managing your own caseload.
• Working intensively and collaboratively with tenants providing support and advice on rent payments, financial and benefit advice with strong emphasis toward financial inclusion and maximising income.
• Negotiating affordable payment plans and promoting the most effective payment methods taking into account the individual circumstances.
• Identifying and supporting residents at risk especially in relation to welfare reform and support with Universal Credit claims.
• Influencing the tenant to take necessary steps and actions to resolve issues.
• Positively challenging tenants when agreed actions are not being met.
• Liaising with external bodies such as the Local Authority and DWP, challenging decisions and resolving problems.
• Contributing to the review and implementation of income recovery procedures having regard to best practice.
• Contributing to system development and projects.
• Ensuring performance targets and measures are achieved and maintained.

Contract Type: Permanent

Working Pattern: As a Rent & Support Advisor, you will work 37 hours per week. Your working pattern will be Monday to Friday (9:00 am to 5:00 pm), however, you'll be eligible for our Flexi Time scheme.

Where You'll Be Working: This role offers Hybrid Working, where you’ll be able to work from home. For the days that you're in the office, we've got a bright, open and modern space for you to catch up with colleagues and work from.

Benefits: Flexi Time, Hybrid Working, Free on-site parking, 33 days of annual leave (including bank holidays), Defined Contribution Pension Scheme, Occupational Sick Pay, Training and Development opportunities, a comprehensive range of company benefits, including a Cycle to Work scheme and access to HOP (Home of Perks) with a whole array of shopping discounts and cashback, and a free, confidential, 24/7 employee assistance programme (with access to flexible counselling).

Disability Confident Employer: We are a disability confident committed employer, and if you require any adjustments or support to be considered for this role, email our team at hradmin@taicalon.org or contact us on 0300 303 1717.

More Information: If you'd like more information about this role, why not reach out to one of the team using the details below. Email: hradmin@taicalon.org Telephone: 0300 303 1717.