Income Collection and Dispute Resolution Officer (SO1)

Who You Are

We are seeking an enthusiastic, highly motivated, and innovative individual with experience in the recovery of service charge income. You should have experience dealing with leaseholders and a basic understanding of leasehold law. You possess excellent written and verbal communication skills and are proficient in IT. You should be able to provide financial assistance advice and make referrals to debt advice agencies. Experience working both in a team and independently is crucial, as is the ability to work under pressure and meet tight deadlines. A passion for delivering first-class customer service is essential.

What the Job Involves

• Ensure maximum recovery of all service charge income, including debts and arrears, following Enfield Council procedures.
• Submit cases to HMCS for online judgment and monitor progress.
• Determine and submit cases for enforcement action; liaise with legal representatives and attend court as needed.
• Advise on financial assistance availability for leaseholders concerning major works debt and make referrals to debt advice agencies.
• Address leaseholder inquiries regarding outstanding debts and ensure all debts are recoverable through inter-departmental collaboration.
• Provide full dispute resolution service, taking ownership and liaising with other teams to maximize income related to charges and debts.
• Administer suspense accounts, identifying and reallocating payments, assist in service charges accounts reconciliation, and request refunds from leaseholder accounts as necessary.

Skills

• Experience dealing with the public and providing clear advice on complex issues
• Knowledge of service charge and major works recoveries
• Ability to meet challenging deadlines and targets
• Experience referring debts to court via online money judgment
• Effective oral and written communication
• High level of numeracy for calculating service charges
• Experience managing leasehold property in the public sector (desirable)
• Knowledge of leasehold law for Right to Buy leaseholders (desirable)