Tenancy accounts officer
Recruitment practices to safeguard and promote the welfare of children and/or vulnerable adults apply to this post in addition to the requirement to obtain a Criminal Records Bureau (CRB) check. (Delete if not applicable)
PURPOSE OF ROLE:
To administer and maintain rent tenancy accounts by:
* Dealing with all tenancy account aspects of the system at an individual tenancy level and take responsibility for maintaining the integrity of the data held on the rents system;
* Ensuring that the system is performing to a high standard by working on projects to test system enhancements and manage daily performance of the system;
* Liaison with other offices, stakeholders and organisations to meet the rent system's financial and tenancy support requirements;
* Provide a customer-focused service to tenants and other external agencies as required in writing, by telephone and occasionally face to face regarding general tenancy account management issues, charges and backdated adjustments and payment details;
* Ensuring that financial regulations are adhered to and all data is managed in line with organisational policies and procedures. Ensure that the system is managed in line with audit and financial regulations.
a) To carry out general checks on the rent systems, procedural tenancy documents and relevant supporting documents (e.g. Notice to quit, key receipts) to ensure that all tenancy accounts are set up accurately within the targets set and maintained effectively
b) To carry out daily accounts administration of rent accounts input, suspense dispersals, refunds, account adjustments, for individual tenancies to meet set targets;
c) To maintain individual tenancy account payment methods such as setting up direct debits, wages & salaries, Third Party payments and any other such payment types
d) To work with other agencies, organisations and departments to ensure consistency of data held regarding tenancy rent accounts on systems
e) To be responsible for maintaining the integrity of complex information held on the rents system in line with the data protection act by running and managing programs that ensure the systems are kept up to date. This includes a high level of responsibility in adhering to complex financial policies and audit regulations.
f) To work with the guidance of the Tenancy Team Leader in testing new system programs and actively take part in projects to implement new IT initiatives. With the intention to improve the service and to be proactive in managing changes to the system including changes initiated by legislation.
g) To reconcile payments to individual tenancies, including tracking & tracing of missing payments, which may lead to communication with stakeholders and external agencies
h) To calculate direct debit amounts due on individual tenancies in a timely and accurate manner
i) Responsible for the amendment of tenancy account details for individual tenancies.
j) To assist the Systems team with any one to one training that may be required from time to time
k) To assist the Tenancy Accounts Team Leader with the discharge of her/his duties.
a) To prepare invoices (as directed by the tenancy account team leader) and refund vouchers for payment on individual tenancies;
b) To assist with the issuing of notices and payment materials to tenants accurately and on time in conjunction with the Systems team;
c) To ensure that customers are notified of incorrect payment details being quoted as required;
d) To ensure that the tenant is informed of all charges and backdated adjustments due when required
e) To communicate efficiently and effectively on an on-going basis with tenants and other stakeholders and to respond to external agencies as required in writing, by telephone and occasionally face to face regarding tenancy account matters
f) To provide details to queries raised by tenants regarding explanation of costs, analysis of current and previous year's rent setting and other charges.
g) To be proactive in ensuring that tenancy account management duties are carried out in line with organisational procedures
h) To input data using a variety of systems for the use of monitoring activities within the team
i) To log correspondence and ensure that staff issued with correspondence are made aware of the deadlines set by being proactive in ensuring the correspondence is dealt with.
j) Ensure that all correspondence received is responded to within the set deadline.
k) To ensure that all anomalies in relation to account management and the systems used are reported to the System team.
l) To be responsible to monitor, devise and deliver reports on tenancy performance using the systems and other applications or data gathering tools (such as word WORD, EXCEL, ACESS, AGRESSO, Housing systems) to feed into performance indicators
m) To deliver training on tenancy account management as and when required.
n) To be flexible during office hours to deal with all telephone queries.
o) To respond to complaints, members and councillor enquiries within the deadlines and as directed by the team leader
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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