Pay: £32,550.00 per year
Job description:
Job Title: Income and Admissions Officer
Department: Landlord Services Department
Responsible To: Income and Admissions Manager
Salary: £32,550 per annum
Working Arrangement: Monday to Friday based at our office in Winnersh but travelling across our Portfolio.
Hours: 9 am to 5 pm – 37.5 hrs a week (30 min unpaid lunch) Fridays WFH.
Annual Leave: 25 days per year, plus your birthday off and all bank holidays. EHSL recognises long service by granting an extra 2 days of holiday each year after 3 years of service.
About EHSL:
EHSL is a non-profit organisation providing supported housing for individuals with diverse needs, including learning disabilities, mental health issues, autism, and other health-related challenges. Our services are mainly in London and nearby areas, with additional provisions in the East and West Midlands and the East of England. We aim to create safe, supportive living environments for our tenants, ensuring they have access to necessary support to thrive in their communities.
Purpose of the Role:
The Income and Admissions Officer is responsible for the daily execution of tasks related to tenant referrals and Sign ups, housing benefit applications, rent collection, and arrears management. This role is crucial for ensuring quality service delivery while adhering to regulations and promoting an inclusive environment for tenants. The officer will work closely with the Income and Admissions Team and others to meet departmental goals and continuously improve service delivery.
Key Responsibilities:
1. Tenant Referrals and Admissions:
o Processing Referrals: Efficiently process tenant referrals, ensuring all documents are complete and meet eligibility criteria. Respond to inquiries from potential tenants regarding the application process.
o Tracking System: Maintain an organised tracking system for referrals, ensuring timely follow-up and communication with applicants about their application status.
o Collaboration: Work with housing officers and other service providers to discuss individual tenant needs and determine the best placements.
o Admin: Complete tenant files, add tenant occupancy details to the property management system
2. Sign Ups and Housing Benefit Applications:
o Onboarding New Tenants: Complete the sign-up process for new tenants, which includes preparing tenancy agreements, conducting sign up meetings to explain tenants' rights, responsibilities, and available support services.
o Accurate Record-Keeping: Ensure all documentation is completed accurately and stored securely, complying with legal and organisational standards.
o Housing Benefit Claims: submit housing benefit claims on behalf of tenants, making sure all information is correct and submitted within deadlines. Address any discrepancies with local authorities promptly.
3. Housing Benefit and Income Management:
o Monitoring Rental Income: Weekly monitoring of rental income collections and arrears management, identifying late payment trends and implementing strategies for timely collection.
o Arrears Management: take actions to manage tenants in arrears, including communication over the phone, email and in person that encourage them to address outstanding payments and avoid escalations.
o Policy Compliance: Ensure adherence to the organisation's rent arrears policies and procedures, participating in eviction processes as required and preparing necessary legal documentation.
4. Customer Service and Performance Improvement:
o Building Relationships: Foster good relationships with tenants by being responsive to their inquiries and concerns, ensuring they feel supported throughout the process.
o Advocacy for Tenant Rights: Promote tenants’ understanding of their rights and responsibilities, providing clear information about available support services and options.
o Feedback Collection: Regularly seek and analyse feedback from tenants regarding their experiences, using this information to identify areas for service improvement.
5. Reporting and Monitoring:
o Monthly Reporting: Prepare detailed monthly reports on tenant activities, including movements, claims, and compliance activities, highlighting any challenges that need addressing.
o Tenant Movement Tracking: Work closely with the team manager to track tenant movements, ensuring accurate reporting on void properties and addressing associated costs effectively.
o Data Accuracy Audits: Conduct regular audits of tenant data and records to ensure completeness and compliance with data protection regulations.
6. General Administrative Support:
o Administrative Efficiency: Handle administrative tasks that completes the work of the Income and Admissions team, such as scheduling meetings, managing communications, and records information appropriately.
o Documentation Management: Keep organised records and files for tenant applications, claims, and all correspondence, ensuring easy access and compliance with legal requirements.
o Meeting Coordination: Organise and facilitate departmental meetings, creating agendas, documenting minutes, and ensuring action items are followed up.
o Any other duties, roles or activities to meet the business need
7. Site visits and Outreach:
o Site Visits: Conduct regular travel to various housing sites and meet with tenants to complete sign-ups, assess needs, discuss arrears, and check compliance with housing regulations. During these visits, engage in discussions about rent accounts, serve notices, issue warning letters, and assist with the admission process, ensuring all consultation periods are observed.
o Building Trust: Engage with tenants face-to-face to establish trust and understanding of their needs, ensuring they receive tailored support.
8. Team Collaboration and Development:
o Team Support: Collaborate with the Income and Admissions Team Leader and other team members to create a positive and productive team environment. Participate in team meetings, sharing insights and contributing to discussions on service improvement.
o Mentorship and Training: Assist in training and mentoring new team members, ensuring they understand policies, procedures, and best practices. Share knowledge to help enhance the overall capability of the team.
o Continuous Improvement: Engage in ongoing personal and professional development opportunities, attending relevant training sessions and workshops to enhance service delivery and stay updated on best practices in housing management and support services.
o Any other duties, tasks or responsibilities to meet the needs of a new and developing role and department.
Qualifications and Experience:
Essential:
- Experience in housing services, admissions, income management, or a related area.
- Knowledge of housing benefit regulations and case management practices.
- Strong communication skills to effectively interact with tenants, colleagues, and external partners.
- Proven ability to manage complex situations and resolve conflicts effectively.
- Full UK Driving Licence & access to your own car
Desirable:
- Relevant qualifications in housing management or a related field.
- Experience working with vulnerable populations and an understanding of the challenges they may face in accessing housing.
- Proficiency in property management software and other relevant data management systems.
- Background in project management or initiatives aimed at improving processes and service delivery.
Personal Attributes:
- Proactive: Takes initiative to drive results and support team objectives.
- Detail-Oriented: Pays attention to details to ensure accuracy in processes and records.
- Empathetic: Demonstrates understanding and compassion for tenant needs and concerns, fostering a supportive environment.
- Service-Focused: Committed to delivering high-quality customer service and ensuring tenant satisfaction.
- Adaptable: Effectively manages multiple priorities in a dynamic environment, demonstrating flexibility and resilience.
This role is essential for ensuring smooth operations within the Income and Admissions department and for delivering excellent service to our tenants. If you are passionate about supporting individuals in need and have the skills to thrive in this environment, we encourage you to apply.
Job Types: Full-time, Permanent
Benefits:
- Bereavement leave
- Casual dress
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- On-site parking
Schedule:
- Monday to Friday (Fridays WFH)
Ability to commute/relocate:
- Wokingham, RG41 5HE: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Job Types: Full-time, Permanent
Pay: £32,550.00 per year
Willingness to travel:
Work Location: In person
Pay: £32,550.00 per year
Work Location: In person
