Maintenance Recharge & Energy Debt Recovery Officer

Closing date for completed applications: 3 rd December 2024 at 11:59 pm

**Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Join Our Income Management Team

At L&Q, our Income Management team is dedicated to ensuring financial stability through proactive debt recovery while delivering exceptional service to our customers. As a Maintenance Recharge & Energy Debt Recovery Officer, you will take ownership of your own portfolio, working to recover maintenance recharge and energy-related debt. This is a fantastic opportunity to contribute to the overall performance of our Income Management Team, focusing on reducing arrears and minimizing bad debt.

Your Impact in the Role:

• Debt Recovery and Account Management: You'll manage your own portfolio of accounts, ensuring arrears are reduced and cash collection is maximized. Through regular communication, primarily via outbound calls, you'll negotiate repayment plans and ensure bad debt is minimized.
• Customer Service Excellence: Provide outstanding customer service while proactively contacting customers to resolve debt-related issues. You'll offer support and guidance to customers, ensuring that their needs are met while adhering to L&Q's policies and procedures.
• Collaboration and Stakeholder Engagement: Work closely with internal stakeholders to manage debt recovery cases and build effective relationships. You'll also liaise with external agencies to resolve any complex debt-related matters.
• Compliance and Reporting: Ensure that all relevant records are maintained in systems such as Tallyman, Arena, D365, and PTX.

What You'll Bring:

To excel in this role, you'll need:

• Excellent Customer Service Skills: Experience delivering outstanding service in a demanding environment.
• Debt Recovery Experience: Experience in income collection or debt recovery is desirable.
• Strong Communication and Negotiation Skills: Ability to effectively communicate over the phone, influence outcomes, and negotiate payment plans.
• Target-Driven Mindset: Experience working towards KPIs and delivering results.
• Proficiency in Microsoft Office: Demonstrable experience using the Microsoft suite in a work-based environment.
• Organizational and Time Management Skills: Self-motivated, able to prioritise tasks, and manage time efficiently.
• Adaptability: Able to work in a fast-paced environment and adapt to change as needed.

Why Work for L&Q?

L&Q is not just a workplace; it's a community. Recognised as one of the UK's Best Workplaces for Women and certified as a Great Place to Work, we offer an environment where everyone can thrive.

The successful candidate will have access to our full suite of benefits, which includes:

• Generous Annual Leave: Starting at 28 days and increasing to 31 days after 3 years of continuous service.
• Excellent Pension Scheme: Double contribution up to 6%.
• Health Cash Plan: Claim money towards different types of medical services, and access other health and well-being offers
• Life Assurance: Generous non-contributory coverage.
• Employee Assistance Programme: Support when you need it.
• Recognition Bonus Scheme: Spot awards for outstanding contributions.
• Family-Friendly Policies: Designed to help you balance work and family life
• Diverse Networking Groups: Join groups like Ability, Kaleidoscope, Inspire & Spectrum.
• Volunteer Time: Up to 21 hours per year to volunteer with the charity of your choice.
• Learning & Development: Commitment to your professional growth.

Are you motivated to deliver outstanding customer service while driving positive financial outcomes to support residents, we'd love to hear from you-apply now!

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy.

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with a commercial drive to create homes and neighbourhoods everyone can be proud of.

At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. More information about L&Q's values can be found on our website and a copy of our behavioural framework can be provided on request.

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you're interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it's feasible then we'll make it happen.

We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

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Location: South East London, GB

Posted Date: 11/26/2024