Resident Accounts Officer

Join Our Team at Clúid Housing: Where Your Work Makes a Difference

Why Choose Clúid Housing:
At Clúid Housing, we believe that success is achieved through our dedicated and passionate team. Working with us, you'll enjoy:

• A Dynamic Working Environment: Thrive in a supportive, innovative, and collaborative environment.
• Good Remuneration: Receive a salary that aligns to your skills and impact.
• Flexible Working Arrangements: We support work-life balance with flexible working oppertunities.
• Comprehensive Training and Development Opportunities: Grow professionally with our continuous learning.
• Strong Employee Benefits: Enjoy 22 days of holiday (+closed for 3 additional days over Christmas), + Good Friday and 1 annual Me day as well as access to an Employee Assistance Programme, and more, ensuring you feel valued and supported.
• An Inclusive Culture: Be part of an organisation that values diversity and Inclusion, recognised with a Silver Award from Investors for Diversity with a number of active employee resource groups.

About Us:
Clúid Housing is at the forefront of providing affordable, quality housing in Ireland, with a vision to create communities where everyone has a great place to live. We're looking for talented individuals passionate about making a tangible impact in people's lives and eager to contribute to social change.


Resident Accounts Officer at Clúid Housing Role Overview:

• Position: Resident Accounts Officer
• Reporting to: Senior Resident Accounts Officer
• Location: Based in Northbank House covering the East Region (Hybrid)
• Contract: 1 Year Fixed Term
• Salary: €45,830 - €63,017 per annum

The Operations Department:
The Operations Department is dedicated to delivering essential services to our residents, including allocations, rent calculation and collection, and tenancy management. Additionally, we provide estate services and support community development activities to promote well-kept, friendly neighbourhoods.


Operations is also home to our Housing Advice Centre, Asset Management, 'Clúid Works' in-house repairs service, and the Operational Excellence team, who contribute to maintaining the quality of services we provide to our residents and ensuring our properties are safe and maintained to high standards.


As Clúid Housing continues to expand rapidly, our team supports the Commercial Development Department in acquiring new properties. These properties are carefully selected to be well-designed, well-built, and located where they are most needed.


Clúid teams operate nationally to align with our provision of homes across every county in the country. We strive to lead in innovation and the development of exemplary services that prioritise resident satisfaction, value-for-money, and compliance with the AHB Regulatory Standard.


The individuals in the Operations Department are deeply passionate about their work and are motivated by the direct, positive impact our services have on residents' lives. Our colleagues are known for being resourceful, conscientious, caring, and outcome focused.


Resident Accounts Officer
The Resident Accounts Officer is responsible for the effective collection of rent and other related charges from residents across an allocated patch, working with residents to maximise income and minimise debt.


Key Responsibilities:


Income Collection

• Manage a portfolio of mixed-tenure accounts, leading on the collection and recovery of rent, service charge and recharge income, maximising performance, and ensuring a reduction in arrears to minimise bad debt
• Liaise with residents using all available communication methods to ensure debts are collected in a fair manner, working with residents to agree and set up reasonable payment plans through the use of regular income and expenditure checks; including conducting visits to schemes and properties as required
• Take enforcement action as appropriate and in line with policy to recover rent debt, including the serving of notices

Advice and Support

• Provide advice to residents in relation to social welfare, signposting residents to relevant external support services for money management where appropriate
• Refer residents to the Tenancy Sustainment Team where there are suspected additional support needs to help prevent the escalation of cases

Subject Matter Expertise

• Provide support to Housing Advisors to develop knowledge and skills required to increase the capability of the Housing Advice Centre, specifically relating to transactional and low-risk income activities, such as taking payments, agreeing simple repayment plans and making outbound contact

Collaborative Working

• Collaborate with colleagues across Operations to drive operational excellence and achieve shared outcomes for individuals and communities
• Participate in the appraisal of new project developments, contribute to local and national improvement initiatives, and contribute to the formulation and review of Housing Services Policies and Procedures
• Undertaken any other duties as required that are consistent with your role

Complaints and Resident Voice

• Actively seek out and recognise the Resident Voice as an authority on our services
• Work with customers, management and the Complaints Manager as required to effectively resolve complaints relating to the service area in line with Clúid’s complaints policy
• Support with the completion of remedial actions or improvement commitments identified through service complaints to drive continuous improvement

Who we are looking for:

• Knowledge of housing legislation and regulations
• Knowledge of housing sector practices
• Financial management and budget management skills
• Customer relations
• Self-driven and motivated
• Ability to demonstrate good listening and communication skills

Experience/Qualifications:

• 2 + years’ experience in a similar role within the housing or property management sector, preferably within a housing association or similar
• Experience specifically in income recovery, debt management, with a track record of successfully managing arrears, negotiating payment plans, and maximising income recovery
• Experience of working with diverse communities and understanding social housing issues, with the ability to respond to changing circumstances
• Experience in engaging with stakeholders, including residents, community groups, third party agencies, and other relevant organisations
• Familiarity with housing regulations, policies, and best practices
• Educated to Degree Level (or equivalent)
• Professional qualification g. ICSH/CIH/IAVI
• Full Clean Driving license
• Property Services Regulatory Authority License desirable

Join Us:
At Clúid Housing, you're more than just an employee; you're part of a mission to create lasting social change. If you're ready to contribute to our vision of thriving communities, apply by 17/10/24 at 11:59 PM and let's make a difference together.


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