Housing Officer (Income)

Job Description

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At Cairn Housing Association, we’re passionate about creating great homes, delivering great services and offering great opportunities for our people.

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We are currently recruiting for a Housing Officer (Income) to join our team as part of our ongoing commitment to landlord health and safety compliance for our tenants and residents in over 5000 homes across Scotland.

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Reporting to the Income Manager, you will provide an excellent Income Management Service to our tenants and customers. You will also help to deliver a housing management service including debt recovery & enforcement action to maximise income and sustain tenancies. In addition, you will advise & support customers with issues surrounding benefit & welfare entitlement.

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Key Responsibilities – What You’ll Do:

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• The role is responsible for the delivery of housing management services to meet our agreed KPI’s, SLA’s and legislative requirements.

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• Lead & deliver all actions relating to rent arrears/allocation in line with our policies and procedures to deliver an effective housing management service and preserving our income.

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• Assist and coordinate strategic projects which support organisational success and future proofing through the delivery of Strategic Action Plans.

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• Organise, attend and chair if necessary multi-agency meetings to liaise with other partners and professionals for the effective partnership management of complex, high community risk or sensitive cases as required.

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• Deliver an excellent day to day service to provide exceptional & consistent customer service within relevant policy & procedures by communicating effectively with a wide range of individuals with varying needs.

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• Perform effective data management to enable accurate reporting and monitoring.

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• Manage, develop, motivate and carry out Risk Assessments for direct reports to provide an excellent service suited to current and future organisational needs.

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• Build and maintain relationships through partnership working internally and externally to deliver a one team approach.Lead on and enforce legal action in order to comply with our policies and procedures.

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• Support colleagues and manage multiple direct reports and contribute towards training new staff to assist with developing the team.

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• Resolve customer issues and queries and apply creative thinking to identify personalised solutions to the satisfaction of customers.

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• Respond to customer contacts, including investigating and responding to 1st stage complaints and assisting with responses to 2nd stage complaints to provide a high level of customer service.

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• Contribute to, influence and implement the development of policy and procedures to ensure legislation is followed.

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• Monitor budget spend in line with Line Management delegated authority to ensure plans do not exceed allowed expenditure.

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• Pursue former tenant debt and recovery of re-chargeable repairs

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Requirements – What We’re Looking For:

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• Educated to HND level or other relevant professional qualification.

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• Significant Line management/supervisory experience and substantial experience within a housing role 3-4 years.

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• Significant experience in a similar role delivering a customer focused service.

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• Knowledge of the social housing sector as well as a detailed understanding of housing legislation and best practice guidance and a detailed understanding of Welfare Benefits and their interaction within the Social Housing sector.

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• Competent in the use of Microsoft Office 365 applications

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• Detailed understanding of the scope and content of current legislation and regulations applicable to compliance activities with substantial knowledge of compliance policies.

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• It is desirable that you have significant experience of dealing with vulnerable individuals.

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• You must a willingness to travel to different sites, training and any other meetings as required

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• Disclosure Scotland and Right to Work checks, a valid Driving licence and a car available for business use are mandatory for this role

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