Rent and Support Advisor

About Us:

Tai Calon was established in 2010 as a not-for-profit housing association, with almost 6,000 homes we are the largest provider of affordable homes in Blaenau Gwent. Our focus is to deliver high levels of customer satisfaction in all aspects of the service that we offer. Part of that is to ensure our customers’ homes meet the Welsh Housing Quality Standards, and that is why since 2010 we have invested over £130 million in their homes.

We are proud to announce that we recently achieved our Great Place to Work certification, demonstrating our commitment to ensuring Tai Calon fosters a culture of trust, fairness, respect and camaraderie, making it a place colleagues truly want to work.

With more than 280 people trained and dedicated to their job, we’re a big employer in the area, and we’re looking for a Rent & Support Advisor to join our Income Team.

To be successful as a Rent & Support Advisor, the ideal candidate will

• Demonstrate excellent written & verbal communication skills.

• Well organised, attention to detail for effective work planning, prioritising, multi-tasking, meeting deadlines.

• Ability to prioritise and cope with pressure.

• Able to interpret policies and procedures.

• Good IT skills.

• Tenant & customer focused with a ‘can do’ attitude.

• Demonstrate integrity and support for organisation values – CALON.

• Committed to ongoing personal development.

You will also need to have the following knowledge, experience and qualifications

• Educated to level 2 national qualification framework for England, Wales and Northern Ireland.

• Knowledge of up to date legislation.

• Knowledge of Housing Benefit or Welfare reform.

• Knowledge of law relating to income recovery.

• Experience with in a similar role and responsibilities.

• Experience using Microsoft Office – Word, Excel, PowerPoint.

• Experience using Northgate or a similar management system.

• Experience working in a financial environment, arrears recovery, housing benefits, money advice.

• Experience dealing with tenants and the public within the RSL sector.

To deliver a comprehensive customer-focused income and advice service, including support, proactive engagement and enforcement to help residents sustain their tenancies. Collect and maximise income in line with Tai Calon’s policy, ensuring guaranteed income to the business enabling delivery of the business plan.

To be responsible for a complete income recovery service, which includes current rent arrears, former tenant arrears, court costs and service charges, minimising debt.

As a Rent & Support Advisor, you’ll take ownership in

• Responsible for providing a holistic and robust pre tenancy service. To risk assess and use discretion to identify if the tenancy is affordable and sustainable.

• To deliver a comprehensive rent management service, with complete responsibility for all elements of rent arrears management, from first contact through to pre and post court action including compiling cases for court together with extensive evidence.

• To be responsible for the recovery of other charges, such as; service charges, court costs, former tenant arrears, in line with Tai Calon’s Policy and Procedures and Legislation.

• To use your initiative, organise and manage your own caseload. Your attitude and approach to problem solving will thrive towards reducing arrears and evictions.

• Work intensively and collaboratively with tenants providing support and advise on rent payments, financial and benefit advice with strong emphasis toward financial inclusion and maximising income.

• Negotiating affordable payment plans and promote the most effective payment methods taking into account the individual circumstances.

• To identify and support residents at risk especially in relation to welfare reform and support with Universal Credit claims.

• Influencing the tenant to take necessary steps and actions to resolve issues.

• To positively challenge tenants when agreed actions are not being met.

• Liaison with external bodies such as the Local Authority and DWP, challenging decisions and resolving problems.

• Contributing to the review and implementation of income recovery procedures having…