Early Intervention and Tenant Support Officer

This is an exciting opportunity to join the Income Management Team part of the Place Directorate at Sandwell Metropolitan Borough Council as we continue to invest in our early intervention and prevention services.  We are seeking outstanding and dedicated individuals who share our passion sustaining tenancies and improving customers lives.

We have several vacancies, and the individuals will have responsibility for case managing all new tenancies within the first three months of their tenancy commencing and all new Universal Credit customers for the first three months of a new claim.

The individuals will also be responsible for providing a proactive and comprehensive customer service to customers and performing financial inclusion activities which aim to maximise income and prevent tenancy failure.

The Service is responsible for managing, monitoring and recovering arrears of rent and other housing related charges from current and former tenants. A key objective is to combine the effective recovery of arrears with tenancy sustainment through the provision of quality advice, assistance and support to those in need. You will play a key role in providing holistic advice and support to customers, undertaking risk assessments and delivering financial inclusion campaigns.

We are interested to hear from applicants who can demonstrate the following:

• A minimum of 2 year’s experience of working in an advice/income collection environment providing income, financial or debt management advice
• Proven experience of managing an arrears/debt caseload/patch, working on own initiative with minimal guidance
• Proven experience working to deadlines, prioritising, and organising workload and achieving/exceeding performance targets
• Ability to ‘collect with care’ seeking first to understand customer’s circumstances fully
• Ability to communicate at all levels, including with customers, stakeholders, and the team members
• Proven experience of dealing with vulnerable customers and customers who have complex/multiple needs
• Ability to carry out financial assessments to determine a customer’s financial circumstances, tenancy affordability and support needs.
• Proven experience of delivering excellent services to customers both face to face and by telephone
• Ability to be open minded, approachable, dependable, non-judgemental, respectful, trustworthy, and flexible in approach to role
• An understanding of why tenancies fail and how early help can assist with tenancy sustainment
• Detailed knowledge of Universal Credit, Universal Credit vulnerability tiers, managed payments, and the third-party deduction scheme

We are looking for applicants who have English and Maths level 2 as a minimum or equivalent. 

We will consider applicants who do not have the level 2 in numeracy providing they are willing to obtain the qualification within 12 months of commencing the role.

For an informal discussion, please contact any of the following officers via email raj_sandhu – raj_sandhu@sandwell.gov.uk, Liam Martin – liam_martin@sandwell.gov.uk  or Sarah Scott – sarah1_scott@sandwell.gov.uk

Hours

37 hours per week, hybrid working, minimum of 2 days in the office

The closing date for applications is 20 September 2024

Shortlisting will be carried out the week commencing 23 September 2024

Interviews will be carried out the week commencing 21 October 2024

We reserve the right to close vacancies prior to their advertised date if we receive a large number of applications. Therefore, you are strongly advised to complete and return your application as soon as possible. When completing your application please refer to the supporting documents attached.

If you have a disability and require assistance in making an application, or have experienced a problem whilst applying for a position, please contact the Resourcing Team on 0121 569 3300 or via e-mail to: hr_resourcing@sandwell.gov.uk

For more information about working for Sandwell Council, our recruitment process and our offer to you please visit https://www.sandwell.gov.uk/counciljobs

Click here to find out more about our One Team Framework: Values and Behaviours

To apply please download the application and return to: Hrresourcing_applications@sandwell.gov.uk

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