Job Introduction
Milton Keynes City Council is the biggest landlord in MK with thousands of properties across the city where tenants pay us rent.
We’re seeking a ‘can do’ person with excellent customer service skills and the ability to remain calm under pressure to join us as Rent Advisor. You’ll speak with tenants over the phone to collect rent and offer advice how they can lessen any debt with us.
We’re seeking someone flexible as there may be a requirement, on occasion, to work outside of normal working hours or at weekends.
If you’re comfortable working in a fast paced and intense environment where you can find solutions to people’s issues, this could be the role for you.
Applications to be received by Friday 10 January 2025
Interviews will be held on 21 January 2025
For further enquiries or an informal chat please contact Paulette Ross on 01908 252886 or Ellen Matthews on 01908 253049
Main Responsibility
To maximise the collection of rent, arrears and other sources of housing related income and reduce the overall level of debt owed to the Council to help maintain the viability of the Housing Services.
Ensure incoming calls and post are dealt with. Act as the focal point of the service in terms of telephone-based case handling, providing an effective and customer focussed service, and proactively pursuing payment of arrears either by phone or other forms of contact.
Proactively monitoring rent and other accounts and take the necessary action in line with policies and procedures. Make appropriate and reasonable payment arrangements, including addressing tenancy and social issues with residents, signposting, and making referrals as appropriate.
Assist tenants in maximising income and give advice on the recovery process or where appropriate, refer to welfare services, empowering and signposting residents to find solutions and appropriate support.
Work with residents and provide accurate advice on arrears recovery, identifying issues and working with residents, colleagues, and partner agencies to reduce the risk of escalation and tenancy failure. This will include understanding and working empathically with people through complex situations.
Assist with customer enquiries at the County Court in order that customer queries may be resolved, where possible, prior to the court hearing.
Provide administrative support to the Team, including support with enquiries from customers and other council departments. Ensuring records are accurately maintained, including data held on Housing Benefit claims or other benefits, Direct Debit records are maintained and updated annually or when required, and general housekeeping of records and data.
The Ideal Candidate
The ideal candidate will have a Housing Income background or knowledge in this area. NVQ Level 2 in Business Administration/Customer service or equivalent experience of working in a customer front facing role.
Be empathic and robust to managing rent recovery from a wide spectrum of people, with ability to adapt communication style to suit different situations.
Excellent interpersonal skills with the ability to gain the respect of multi professional teams, enthuse and motivate individuals and teams.
Ability to meet challenging deadlines and delivering under pressure. Ability to understand the political, social, and economic drivers and their impact on residents’ lives, demonstrating the use of this knowledge to mentor residents and communities in positive behaviours and have some demonstrable exposure to tenancy debt recovery management.
Flexible working arrangements are available, including some homeworking.
Should you be offered the role, as part of the pre-employment checks a Basic DBS will be actioned for you and BPSS referencing
This role is funded by the HRA.
Package Description
In addition to your salary, we offer a range of benefits including:
- Great holiday benefits - most roles include 28 days annual leave every year on top of public (bank) holidays, increasing to 32 days after five years. In addition, there is a holiday purchase scheme allowing staff to purchase up to 5 additional days of leave each year.
- Excellent pension – everyone who works for us can join the national Local Government Pension Scheme, widely regarded as one of the best available.
- A full range of family friendly policies including enhanced maternity, adoption and paternity support and a childcare subsidy.
- Access to an award-winning employee benefits programme that includes a health cash plan, a low-cost bike purchase scheme as well as high street discounts and money off entertainment and travel.
- Blue Light Card - employees working within social care can qualify for an additional range of discounts from national retailers and local businesses.
Our roles are either designated ‘site based’ or ‘home based’. ‘Site based’ roles can include up to two days a week working from home whilst ‘home based’ roles are based at home four days a week. Of course, managers designate which category roles are in based on the needs of the service and the circumstances.
About The Organisation
Milton Keynes City Council is a large, modern and financially stable employer with around 2,500 people working across our eight areas. Together we provide local residents and businesses with a wide range of important round-the-clock services and aim to make our city a better place to live.
We work hard because of the demands placed on us, like protecting children from harm or preventing homelessness. However, working for the city is always rewarding and everyone has the opportunity to make a real difference.
We’re very proud of our diversity and are committed to having a workforce that reflects the community we serve. Whatever your background, you will be welcome here if you share our values of being dedicated, respectful and collaborative.
We offer great training and support and because of the size and scale of the organisation there are always new opportunities to explore when it’s time for a new role.
If you’d like to know more about how we do things and what matters to us, take a look at our short booklet What makes us Milton Keynes City Council.
