Income Services Negotiator
To deliver a comprehensive functional multi-channel service to ensure that HRA income collection is maximised.
To assist with the booking and organising to meet customer vulnerable visit requests, system scheduled and campaign visits using the appropriate IT systems and resolve scheduling conflicts inclusive of communication with customers where such conflicts arise.
To ensure that all tasks carried out as part of the internal /external service delivery are accordance with appropriate legislation, policy, procedures and service and/trade standards and other relevant frameworks.
To ensure that in the execution of all duties carried out as part of the internal/external service delivery to seek to achieve outcomes that change customer behaviours to exhibit the optimum rent customer behaviours, that reduce financial loss to the HRA. To carry out tasks as directed by the Team Leader/Income Management Officers in order to maintain service delivery for the Rent Service.
To achieve negotiated outcomes from inbound contact, email, letter, telephone, that achieve payments to clear HRA debts in full, or payment arrangements to clear debts in a responsible but timely manner and direct debt as the default collection method.
To obtain information, review and assess and make appropriate decision, while providing advice and guidance to customers in line with the relevant policies, procedures, legislation, and statutory guidance and accurately record such interactions in the appropriate note pad.
To be proficient in using multiple computer systems to process or resolve an enquiry whilst updating notes.
To continually carry out tasks to an excellent standard to meet service demand from customers across all service channels in line with policies and procedures, legal protocols, statutory governance, performance management frameworks and published service standards to maximise income whilst maintaining the highest principles of integrity in service delivery.
Effectively carry out income management tasks to ensure that the functional team of assigned area of work are working to optimum efficiency throughout the working time available in the delivery of income related services.
To be proficient in carrying out tasks as part of a comprehensive income management service to meet the requirements of its customers, with specific focus on right first, on time every time approach for income relations and arrears case management.
To continually promote and perform activities as part of a functional team that lead to outcomes for customers that deliver of financial and digital inclusion and benefit take up to maximise income and reduce management costs within the HRA and wider Council.
To participate as appropriate and use induction training, other courses, team meetings and service and/or function team/procedural/campaigns briefings to enhance skills and ensure accurate service delivery and compliance with procedure and business processes.
To assist in managing business systems (including logging, distribution and updating outcomes) that answer and respond to multi-channel service/function enquiries from customers, MPs, Councillor’s, general public, press via (internal press office), other council departments, government agencies or other key stakeholders in a timely fashion and/or as well as in accordance with published service standards appropriate to the enquiry.
To promote, adhere to and implement the City Council’s policy on Equality of Opportunity within your team(s) and within the Directorate generally.
Informal Enquires please contact Diane Jones Tel: 0121 303 4931
Right to work in the UK documentation will be fully checked for all applicants. All non UK and non EU applicants are required to apply for a Certificate of Sponsorship from Birmingham City Council and must be approved by the UK Border Agency (UKBA) before any employment offer can be confirmed.Supporting documents
Income Services Negoitiator pack.pdf