Recruitment Pack Income Officer

Income Officer

Bromsgrove District Housing TrustBuilding excellent communities with passion and pride.

Recruitment Pack

Application for Income Officer 2

Letter to Applicant Page 3

About bdht Page 4

Our Vision, Mission and Values Page 5

Benefits Page 6

RoleProfile Page 7

PersonProfile Page 10

Contents


May 2021

Dear Applicant

Re: Application Pack – Income Officer

At bdht,weareproudofourstaffandtakegreatcaretoselectthebest.Successfulapplicantsaregiveneveryencouragementtodevelopandgrowwithinthebusiness.

Wenowneedsomeoneproactiveanddynamictoworkinanexcitingareaofourbusiness.You’llneedimaginationandabilitytoadapt.Forus,yourattitudeisjustasimportantasyourskills.

Ifyouthinkyou’rethepersonwearelookingfor,pleasespendsometimeandthoughtcompletingtheonline application form and submit it by 9am Friday 18th June 2021.

Interviewdatestobeannounced.

Ifyouhaveanyqueries,pleasecontactSamanthaPowell,HRAdvisor,on01527 557546.

DealingwiththeCOVIDcrisishaschallengedindividualsandorganisationslikeneverbefore.We’vehadtoflexandadaptandourrecruitmentprocessischangingasaresult.Yourhealthandsafetyisapriorityandourprocessesreflectthis.Therefore,wewilldothefollowing:

• Continuetointerviewface-to-face,withinsocialdistancingguidelines.Forexceptionalcircumstanceswewillconsidervirtualinterviews.

• Wewillspaceinterviewsfurtherapart,sothatmeetingroomscanbecleanedthoroughlyandotherareassanitisedforyourwelfare.

• Maskstobewornininterviews.

• Wearereliantonyouworkingwithustoadviseusofanyotheradjustmentsyoufeelarenecessary.Wewantyoutofeelcomfortableapplyingforarolewithusinthesedifficulttimes.Ifyoucanseeanybarriersthatstopyou,pleasetellus.

Yourssincerely,

MarkRobertsonChiefExecutive

Letter to Applicant


bdhtisanaffordablehousinglandlordbasedinBromsgroveintheWestMidlands.Theorganisationownsandmanagesover4,000dwellings,whicharecomprisedofsocialrent,marketrent,sharedownershipandspecialistaccommodationforthosewithdifferentneeds.bdht also manages homelessnessundercontractonbehalfoftheLocalAuthority.Weareastrong,well-respectedandfinanciallyviableindependentbusiness.

WehaveanimportantrolewithinthecommunitiesofBromsgroveandthesurroundingareasandwearestronglycommittedtoremainingindependent.TheorganisationwascreatedinApril2004whenitpurchasedtheoriginalstockfromBromsgroveDistrictCouncil.Sincethattimebdhthasbeenveryactiveinbuildingnewhomes,increasingthetotalstockbyover10%inthelastfiveyears,providingmoreaffordablehousingsolutionsforpeopleinneed.

Thebusinessisregisteredasacharityandoperatesonanot-for-profitbasis,butisfirstandforemostacommercialbusiness,albeitonethatfocusesuponsocialoutcomes.

bdht employs157peopleandisdedicatedtoprovidingexcellentservicesthroughbeingacommittedlearningorganisation.Mostofourmiddleandseniorleadershavebeendevelopedwithinthebusinessandwehaveamajorcommitmenttoidentifyingtransferableskillswithinouremployeesandcreatingopportunitiesforindividualstogrow.

bdhtisapeoplebasedorganisation.Inthe2018‘GreatPlacestoWork’survey,95%ofstaffsaywe’rea“greatplacetowork”.Weareaserious,happy,hard-workingbusinessthatthinksit’sessentialtohavefun.Webelieveinourstaff,andactivelysupportthembaseduponthreecorethemes:‘Lookafteryourself’,‘Lookafteryourcolleagues’and‘Lookafterthebusiness’.Westronglysupporttheconceptoftheindividual,theirgrowth,developmentandwell-being.

Weareagoodemployerwhopaysfairlyandhasexcellenttermsandconditions.Butaboveallweabsolutelyrecognisethatgoodperformanceislinkedtohappystaff,soweactivelyencouragefunandexpectthatitispartofthenormalworkingday.

About bdht


Our Vision

“Imagineanorganisationthatbelievesintheimportanceofcommunity,whereeveryoneistreatedasanindividual,valuedandrespect.Wheredifferencesarecelebratedandpersonalresponsibilityincombinedachievementisveryimportant.Wherestaffstrivetoprovidethehighestqualityofservicewithenergy,prideenjoymentandasenseofhumour.”

Our Mission

“Buildingexcellentcommunitieswithpassionandpride.”

Our Values

Atthecoreofbdht isasetofvaluesthatwerearrivedatbythestaffandtowhichweallaspire.Aseriesofpresentationsandteammeetingswereheldinwhichthestaffputforwardanddiscussedthevaluesthatwereimportanttothem.TheproposednewvalueswerethentakentothemainBoardwheretheywerewholeheartedlyendorsed.Asaresult,allstaffandBoardmemberslivethefollowingvalues:

Caring “Tocareaboutthequalityofservicesweprovidetoourcustomersandthewelfareofthe Trust’semployees”

Enabling “Toenableourcustomerstoaccessandchooseserviceswhereverpossibleandempower theTrust’semployeestodeliverhighstandardsofcustomerservice”

Honesty “Toonlypromiseservicestocustomersthatwecanreliablydeliverandbeanemployer whoistrustworthyandactswithintegrity”

Positive “Tocareaboutthequalityofservicesweprovidetoourcustomersandthewelfareofthe Trust’semployees”

Fair “Todeliveraconsistentlyexcellentservicetoallcustomersandtoalwaysbefairinthe day-to-daysupportoftheTrust’semployees”

Our Vision, Mission & Values


Salaryis£27,008 per annum

37 hoursperweek

30 days annual leaveplusbankholidays

Agileworking

PensionScheme

RewardStatements

EmployeeAssistanceProgramme

MentalHealthFirstAiders

HolidayBuyBackScheme

HealthcareCashBackScheme

Retail Discounts

FreeRefreshments

FreeParking

bdhtoffersaDefinedContributionpension,administeredbytheSocialHousingPensionScheme.Initialcontributionrates,atautoenrolment,areat2%withthepossibilitytoincreasecontributionsthereafter asfollows:

Member pays bdht pays

3% 5%4% 6%5% 7%6% 8%

Lifeinsuranceisalsoavailabletomembersofthepensionscheme.LifecoverofthreetimesyourearningsisprovidedaspartofyourmembershipofSHPSDC.

Benefits


IncomeOfficer

Income Manager

Not applicable

‘Tobuildexcellentcommunitieswithpassionandpride’

Tocontributetotheattainmentofexcellentperformanceandcustomersatisfactionbyprovidingafirst-classrentarrearsservicethatmaximisestenancysustainment.Therolewillprovideacustomercentredservicetomanagingtheircurrentorformeraccountsandachievingsuperiorratesofincomecollectionandreducingevictions.

Job title

Responsible to

Responsible for

Vision

Purpose

Role Profile


Role Profile

Key Achievement Areas:

Tobuildrelationshipswithbothcurrentandformercustomerstomanagetheiraccountsina

professionalmanner.

Responsibleforthecustomers’accountsandtoaccuratelyrecordallactionsandactivitieson

applicableaccounts.EnsureallrequirementsforthePre-Actionprotocolaremetorexceeded.

Responsibleforincomecollectionofallrevenuestreamstopreventandreducedebt,maximise

collectionratesandmitigatetheimpactofwelfarereforms.

Earlyidentificationofdebtandacomprehensiveunderstandingofstakeholdersisvitalinassisting

customerstosustaintheirtenancies.

Provideahighlyproactiveserviceforthosewhoseaccountsareindebtbyundertakinghomevisits,

telephoneandemailcontacttodiscusswaystoreduceandclearcustomerdebt.Knowledgeand

collaborationwithbenefitservicesisessentialtoensureincomefrombenefitsismaximisedand

applicationofalternativepaymentarrangementsforUniversalCreditisutilised.

OfficerswillbeexpectedtosetupandmaintainDirectDebitsforcustomersandpromotethisand

otherapplicablepaymentmethods.Officersmayalsoneedtoundertakeanyotherdutiesinrelation

topaymentprocessingandtenancycreationandmaintenance.

Asalastresortpreparing/servingnoticesandlegalpaperwork,attendingcourtonyourownasthe

advocateandattendevictions.


Role Profile

Key Achievement Areas:

Tokeepuptodateonanychangestorelevantpoliciesand/orlegislation.

MaintainingandupdatingITsystems.

ToensureinternalcontrolproceduresoperateinaccordancewithFinancialRegulationsand

StandingOrders.

Toassistthosecustomerswhoareabletoself-serveusingthecustomerportal.


Person Profile

Skills and Experience - Experience/Knowledge

Previousexperienceofmanagingcustomeraccountsandfinancialrecords

Essential Desirable

DemonstrableexperienceofICTsystemsandpackages,includingMicrosoftExcel

Experienceofdealingwithinternalandexternalcustomers,includingmanagingdifficultconversations

Abletodemonstratethefollowingattitudes/behaviours:•Empathetic•Proactive•Flexible•Accurate•Collaborative•Resilient

Abletomeetdeadlinesandmanagedifferentpriorities;workingindependentlyandaspartofateam

Experienceofenforcement,courtactionandpre-actionprotocol

Goodunderstandingofwelfarebenefitsandpaymentmethods


Person Profile

Competency

TechnicalSkills

CommercialAwareness

AchievementOrientation

Provenabilitytounderstandandoperatewithinthetechnicalrequirementsofboththeroleandthecustomers.

Recognisingwhatroleownjobhastoplaywithinthewiderorganisation,understandingtheimpactofactionsuponthewiderbusinessandthecommunity.

Evidencingabilityandadesiretoachievebothworkandpersonalobjectives.

CriticalThinkingSkills

Planning and Organising

Communication

Abilitytounderstandtheimpactofthefinancialinclusionserviceonthewiderbusiness.Abletoachievepersonalandorganisationalgoalsandtargets.

Prioritisingandplanninginordertomeetownandothersobjectives,organisingselftoensureservicelevelsaremet.

Consistentlyabletocommunicateappropriatelyandeffectivelyatalllevels.Youwillneedtobecreativeandaspiretohelpdevelopbdht and itsservices.Youwillwanttoachieveexcellentresultsandwillbeabletocontributetothepositivecultureatbdht.

Behaviours


Personal development

Wewillofferopportunitiesforstafftodevelopandexpandtheirknowledgeandskills,itisintendedthatthiswillsitwithinaframeworkthatassistsindividualswithongoingpersonalandcareerdevelopment.

General

Nojobdescriptioncancovereveryissuewhichmayarisewithinthepostatvarioustimesandthejobholderisexpectedtocarryoutdutiescommensuratewiththerolefromtimetotime.

This post requires that the job holder is subject to a DBS check at a basic level.

Acurrentdrivinglicenceandaccesstoanappropriatelyinsuredvehicleisarequirementforthepost.

Forthepurposeoftravelandexpenses,thisrolewillreceivethefollowingmileagerate:

General Information

Casual Essential User Car Allowance

Mileage Rate / Car AllowanceCasual Users

451 - 999cc 1000 - 1199cc 1200 - 1450cc

Permilefirst8,500

Permileafter8,500

39.7p

12.1p

43.1p

12.0p

54.4p

14.3p

Recruitment Pack Income Officer

Documents

Transcript of Recruitment Pack Income Officer