Credit Controller

Job Title: Credit Controller (Tenancy Management) Department: Property Management Location: Leeds, with occasional travel, including to Chelsea, London Reporting to: Senior Property Manager Role Purpose To manage a portfolio of Shared Ownership properties, leases and customers, with a focus on income collection and a responsibility for ensuring overdue debt is kept to a minimum, providing customer support and appropriate rent arrears solutions and ensuring the delivery of excellent customer service. Key Responsibilities and Accountabilities Management of shared ownership homes and leases to ensure optimal revenue collection, protection of asset value, good customer service, and compliance with relevant legislation, regulation and industry good practice. Managing third party property management agents effectively, including obtaining documentation from them where required. Ensuring the management of property portfolios meets the standards expected by Local Authority partners, Homes England, and the Regulator of Social Housing. Liaising with external legal advisors, mortgage lenders, debt charities, and government benefit departments. Attending court to represent heylo at possession hearings. Supporting the Senior Property Manager in the development of customer feedback (including from surveys, complaints and complements), and the improvement of customer satisfaction and operational quality. Dealing with inbound and outbound telephone calls and correspondence to ensure that our income collection levels are achieved. Collection of rent, service charge, insurance and fee payments. Working with, and supporting, customers to explain the options available to them and agreeing the most suitable next steps. Negotiating, implementing and monitoring feasible repayment solutions that take into account the customer circumstances while balancing the best interests of the business. Ensuring that the business remains compliant with regulatory requirements. Regular reporting against KPIs and key measures of collection. Produce and maintain regular reports showing activity on accounts that are in arrears. Identify improvements and efficiencies in our current Credit Control process. Maintaining adequate and accurate records for auditing and reporting purposes. Supporting the set-up of new customer accounts and changes to existing accounts. Providing support to the Senior Property Manager and undertaking other duties as required. Person Specification Capabilities and Experience The candidate will have: An income collections/debt recovery background and have experience of dealing with customer accounts that have fallen into arrears. Proven track record of reducing payment defaults. Experience of residential property management and/or residential transactions is desirable. Knowledge of leasehold, affordable home ownership and service charge management, and Landlord and Tenant law is desirable. Knowledge and experience of the Affordable Housing/Shared Ownership industry is desirable. Experience working with suppliers and contractors. Customer service and stakeholder experience. Excellent communication skills. Good standard of numeracy and literacy, knowledge of MS Office (in particular Excel) and database management. Ability to multitask and work to deadlines. Ability to gather, assimilate, analyse and effectively summarise information and give briefings/prepare briefing notes as necessary. Well organised, and able to work as part of a team and under pressure. Ability to self-motivate and motivate others to meet deadlines without close supervision. Standard Responsibilities · Adopt and comply with Heylo values, policies and procedures, and regulatory frameworks. No role profile can cover every issue that may arise within the post at various times. The postholder is expected to carry out other duties from time to time, which are broadly consistent with those described. Duties may be changed, after discussion, to suit the operational requirements of heylo. Organisational Competencies We want to make Heylo a great place to work and a great organisation that really delivers for its customers. Our values guide how we work, every day. Everyone within the organisation is expected to demonstrate the following: Innovation

– We will always be striving to improve the quality of our execution to improve our service to our customers and our returns for our business. Results focused

– We enjoy providing affordable housing for highly satisfied customers leading to dynamic growth and sustainable profitability for our business. Collaboration

– We work together as a team and communicate effectively with our partners, customers and stakeholders. Integrity

– We will act with honesty and aim to meet the highest ethical standards in our dealings with our colleagues, customers and stakeholders and in full compliance with our regulatory obligations. Respect

– We support each other and value the contribution and ideas of others. Salary and benefits Salary:

competitive, based on experience. Hours of work:

Full-time 39 hours per week with the ability to work up to 60 days a year home working. In this role, we expect there to be a degree of travel and flexibility, with some evening and weekend working as necessary. Holiday:

25 days a year plus English Bank Holidays. For full details of the benefits we offer, see here. Who are Heylo? Our Purpose

- Heylo helps aspiring homeowners and renters find a place to call home. Our Mission

- Passion for the highest quality service to more and more customers, dedication to working in partnership with housing suppliers successfully and commitment to acting with integrity. Our Vision

- To be a leading privately owned residential provider in the UK with a reputation as the most respected and customer-centric. Additional information The employer is ResiManagement Ltd. ResiManagement Ltd provides management services to the Heylo Housing Group Ltd. Job Type: Full-time Pay: £30,000.00 per year. Additional pay: Performance bonus Benefits: Company events Company pension Cycle to work scheme Discounted or free food Gym membership Life insurance Paid volunteer time Work from home Schedule: Monday to Friday Work Location:

Hybrid remote in Leeds LS1 2TE. Application deadline:

10/01/2025.

#J-18808-Ljbffr