Clúid Housing - Quality Assurance and Rent Assessor - 6 month contract

Clúid Housing is an equal opportunities employer and proud to have been recognised as a top employer in Ireland. At Clúid Housing we firmly believe that our success is down to our dedicated and growing staff body working in every corner of Ireland. Our company is made up of talented people who bring enthusiasm, confidence, expertise, professionalism, and respect to our business. Our staff consistently work towards achieving our vision of creating a society where everyone has a great place to live.

Our employees benefit from a great working environment, great learning opportunities, a supportive management team and an extensive benefits package:

  • Competitive Remuneration
  • Excellent & Continuous Training
  • Development Opportunities
  • Flexible Working Arrangements
  • Access to an Employee Assistance Programme
  • Excellent Employee Benefits
  • 22 days (+closed 3 days at Christmas week, Good Friday and 1x Me Day)

If the above appeals to you, then keep reading and remember Clúid Housing is proud to be an equal opportunity employer.

Housing Services Department

This is a great opportunity for an ambitious applicant to join the Contact Centre in our Quality and Business Improvement Team within the Housing Services Department at Clúid. The Housing Services department is responsible for delivering front line services to residents. We strive to grow and develop services that continually meet the changing needs of our residents.

Contact Centre

Clúid’s Contact Centre are a vibrant, dynamic team who deliver a unique multi-channel customer contact services to both internal and external customers. We were shortlisted for an award by the Customer Contact Management Association (CCMA). This is a wonderful achievement by a dynamic team who took their rightful place alongside the best centres in the country at the Customer Contact and Shared Services Awards this year. Our operational hours are Monday - Friday 09.00 to 17.00. Through partnership with Tunstall who provide an out of hour’s emergency service 17.00 to 09.00 Monday-Friday, weekends and bank holidays. Clúid customers can access help and support 24hrs per day 7days per week, 52 weeks of the year.

Reporting to: Contact Centre Team Leader

Main Duties

  • Provide support during the Annual Rent Assessment Program (ARAP)
  • Assess the quality of submitted Confidential Income Statements (CIS).
  • Ensure the CIS forms passed to the Rents team are sufficiently accurate to enable rent assessment.
  • Take follow up action e.g. calls & letters if the submission is incomplete.
  • Support the Rent Advisors at times of high volume.
  • Planning and preparation of the annual rent assessment process.
  • Provide training support for colleagues in the rent assessment process.
  • Process annual rent reviews for residents
  • Respond to tenants’ rent queries in a prompt and efficient manner
  • Assist with the administration of all mailings to/from tenants as part of the annual rent review
  • Process any Ad hoc assessments
  • Document and amend processes and procedures where required
  • Process of Ad hoc rent assessment throughout the year as required

Effective Low Level Arrears Management

  • Responsible for early identification of low-level arrears and intervention with residents to
  • advice on the best ways to clear their arrears and manage their rent account
  • Make outbound arrears calls to current and former residents to advise them of their
  • payment obligations and options in line with our Rent Arrears policies and procedures.
  • Send out rent statements, emails, texts and letters to residents who are unable to reach
  • by phone.
  • Undertake the coordination of mass communications relating to rent arrears collection.
  • Prevent further accumulation of rent arrears with residents by monitoring payments and
  • taking early and appropriate action when arrears re-occur.
  • Reach agreements for repayment of arrears and/or certain payment methods, working
  • with the resident to ensure payment plans are suitable and affordable.

Income Maximisation

  • Provide accurate advice and information on methods of payment and our rent arrears
  • policy and procedures.
  • Ensure residents receive appropriate advice and guidance regarding benefits and welfare
  • entitlements in order to maximise the resident's potential income.
  • Signpost residents with recurring low-level arrears to Housing Officers, debt counselling
  • and budgeting services.
  • Input as required into improving income management services, policies, procedures and
  • training guidelines.
  • Remain aware of regulations and legislation relevant to income management in the Social
  • Housing sector.

Customer Care

  • Ensure key principles of customer care are adhered to, endeavouring to ensure residents
  • receive a seamless service and are referred to their Housing Officer when required in
  • accordance with rent arrears procedures.
  • Act as a point of contact for regional Housing Services teams for low level arrears.
  • Refer a resident to a Housing Officer when needed to ensure the needs of our residents
  • are met, especially those who are most vulnerable.
  • Where a query or service request cannot be resolved by you – forward the contact to the
  • appropriate person/department in accordance with procedures.
  • Participate in quality review sessions to continually review resident contacts in order to
  • improve services.
  • Maintain records of rent arrears incoming and outgoing communications.

Reporting and Measuring Value

  • Monitor trends and frequently asked queries reporting these to the Contact Centre Team
  • Leader to ensure that pro-active action is taken to improve services.
  • Generate reports to identify residents in arrears and monitor their compliance with rent
  • arrears agreements.
  • Regularly review performance with your Manager and maximise opportunities to obtain
  • rental income and recover rent arrears.

Corporate Responsibilities

  • Ensure all activity is aligned to Clúid’s values and contributes to the mission of supporting the development of thriving communities
  • Adhere to all Clúid policies and procedures at all times
  • To exercise discretion at all times
  • To fulfil all care and standards regarding Clúid’s and your own health and safety obligations

General

  • Attend/request learning and development opportunities appropriate to your role
  • Provide administrative support to the department
  • To positively promote Clúid in all activities
  • Any other duties which are consistent with your role

Clúid Housing Core Competencies

  • Leadership                                                      
  • Caring
  • Responsibility
  • Collaboration
  • Customer Centric
  • Sustainability

Key competencies required in the role

  • Planning and Organising
  • Change Management and Innovation
  • Specialist Knowledge
  • Data Management & Analytics