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- Proactively manage rent accounts via NEC (financial management system), resolving queries from refunds to evictions.
- Deploy early intervention strategies (calls, home visits) to address arrears, ensuring compliance with pre-action protocols.
- Mitigate Universal Credit risks by engaging residents early to secure direct housing cost payments.
- Prepare court instructions for possession/stay hearings and represent the council at evictions.
- Collaborate with legal advocates on complex cases, drafting consent orders and court replies.
- Work with Welfare Reform Officers to address Benefit Cap impacts and spare room subsidy challenges.
- Refer residents to tailored support (debt advisors, Social Care) and chair multi-agency meetings for vulnerable cases.
- Maintain precise records using NEC and generate performance reports to track outcomes.
- Promote direct debit adoption in partnership with the Finance Team.
- Provide cover for Court Officers, present cases in County Courts, and mentor new staff/interns.
- Represent the team at resident association meetings (occasional evenings required).
- Proven experience using NEC (formerly I-World) for financial management.
- Expertise in rent recovery escalation processes and housing-related legal protocols.
- Strong knowledge of housing legislation, Welfare Reform, and court procedures.
- Track record in social housing income management, arrears resolution, and welfare benefits.
- Minimum A-levels/NVQ Level 3 or equivalent (housing qualifications desirable).
- Familiarity with Rent Sense/Voice Space systems.
- Resilient, empathetic, and results-driven.
- Exceptional communicator with problem-solving prowess.
- Ability to thrive in fast-paced environments and build trust with diverse stakeholders.
- Impactful Work:Â Sustain tenancies and improve lives while managing high-value accounts.
- Collaborative Culture:Â Partner with dedicated internal teams and external agencies.
- Growth Opportunities:Â Access training and mentorship in a supportive environment.
