RQ1478445 – Property Account Officer

Carrington Blake Recruitment; London; On-site; GBP 100,000 - 125,000

Job description

Your Role:

To be responsible to the Property Accounts Manager for undertaking the collection of all income relating to Home Ownership Service (HOS) functions, including all service charges. To be responsible for managing a portfolio of accounts through the entire recovery process, taking effective action, including legal action, in line with Greenwich Council’s recovery procedures and relevant legislation. To provide a high standard of customer service to HOS customers, dealing effectively and efficiently with a wide range of enquiries, disputes and complaints, including MPs and Members enquiries.

Main duties:

• To maximise HOS income by meeting personal and organisational performance targets, objectives and service levels.
• Work towards supporting Greenwich Council’s corporate and performance standards including its vision and values.
• To advise all HOS customers at all stages of instalment plans, service charge loans, all other available payment options, and where relevant service charge reductions, including calculating and determining the cost.
• To issue regular statements of account to HOS customers.
• To deal with and respond to complex correspondence / contacts relating to the work of the post holder including enquires and formal complaints from customers, MPs and Members.
• Where HOS customers withhold payment because of a dispute/query to resolve the query in conjunction with the appropriate service provider.
• To reply fully and with regard to customer service requirements in the timeframe specified to all such enquiries as appropriate.
• To investigate and resolve disputes, including providing advice, assistance and information to HOS customers.
• To monitor and maintain a portfolio of accounts on a regular basis as allocated by the Property Accounts Manager.
• To do this in accordance with procedures, by identifying new and existing cases in arrears, by taking early action to minimise arrears, by undertaking administration of the portfolio, by collecting HOS income and by making arrangements with debtors to pay outstanding HOS debts.