Business Support Officer

Business Support OfficerTemporary Booking - Week on Week Until End of June 2025Monday - Friday, 9am-5pmHybrid, 3 Days Working at Stratford Office£15.16 Per Hour + Holiday Pay

Responsibility for end results:

To provide a wide range of support services to the Income Management Department, delivering comprehensive management and resolution of general enquiries that are received either by telephone or online. Ensuring a timely and efficient process is followed for Income’s Court Hearing Legal process. Completing tasks whilst providing an excellent Customer Service, doing so by adopting a logical problem solving and proactive approach, demonstrating self-reliance, resilience, confidence, and initiative.

Main duties include, but not limited to:

• Deliver a customer focussed Income Service which embraces the clients’ values and culture.
• Managing the prioritisation and allocation via D365 of customer queries within the multiple mailbox’s, assigning between Business Support Officers or more complex queries to Debt Recovery Officers.
• Independently working to provide the effective account resolution of customer queries and tenancy issue related cases in a timely manner and to a clearly defined standard
• To confidently deliver and make reasoned decisions in relation to effective case load management, balancing the need for a high pace of delivery with appropriate level of quality.
• Managing the allocation of ADM’s and Court Hearings through diary management, creation of court file, gathering of relevant court documents, booking of LPC solicitors, liaising with Debt Recovery Officers in readiness for distribution of court bundle prior to hearing.
• Being confidently able to establish eligibility of credits, self-approve and make reasoned decisions in line with policy and procedures for refunds and accounts with excess credit.
• Undertaking a range of administrative duties and business processes as required to fulfil the duties of the role including Invoice management, yearly rent increases and ad hoc requests.
• Represent Income Management to other internal stakeholders creating effective professional relationships.
• Work collaboratively with key stakeholders and partners (internal and external) being the first point of contact for the Trust for residents and other external parties.
• Maintain accurate records of all transactions and communication contacts with each resident on the collection’s platform and the effective management of D365

Skills / Experience Required:

• Experience of working in a fast paced and challenging environment with a performance driven work ethic
• Well-developed questioning, listening, influencing and negotiating skills
• Excellent business ethic with the ability to respond positively to challenges
• Able to work on own initiative and to meet agreed targets by prioritising and utilising your excellent time management skills
• IT literate and able to quickly acquire knowledge of web-based applications

Braundton Consulting is a recruitment agency, working on behalf of a client