Income Collection and Dispute Resolution Officer (SO1)

Who You Are

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 dealing with leaseholders and have a basic understanding of leasehold law. You must have direct experience delivering a front-line service in a challenging housing environment and possess excellent written and verbal communication skills. Proficiency in IT and the ability to provide advice on financial assistance for leaseholders regarding major works debt, including basic benefit advice and referrals to debt advice agencies, is required. You should have experience working in a team and on your own initiative, be organized, and able to work under pressure to meet tight deadlines. A passion for delivering first-class customer service is essential.

What the Job Involves

• Ensuring maximum recovery of all service charge income, including debts and arrears recovery, in accordance with Enfield Council procedures.
• Submitting cases to HMCS for online judgment and monitoring progress.
• Determining cases for enforcement action using appropriate legal processes, liaising with legal representatives, and attending court as necessary.
• Providing financial assistance advice for leaseholders regarding major works debt and making referrals to debt advice agencies.
• Handling leaseholder enquiries about outstanding debts and liaising with other departments to ensure all debts are recoverable.
• Providing a full dispute resolution service, taking ownership of the process, liaising with other teams, and working with leaseholders to resolve issues and maximize income.
• Administering suspense accounts, identifying and reallocating payments, assisting in reconciliation of service charges accounts, and requesting refunds from leaseholder accounts as necessary.

Skills

• Public engagement and advising on complex issues
• Knowledge of service charge and major works recoveries
• Meeting deadlines and targets despite constraints and obstacles
• Experience referring debts to court through online money judgment
• Effective oral and written communication
• High level of numeracy for calculating service charges
• Experience managing leasehold property in public sector (desirable)
• Knowledge of leasehold law related to Right to Buy leaseholders (desirable)