Experience

Homes for Haringey

• United Kingdom
• Non-profit Organizations
• 100 - 200 Employee

• Income Management Officer

  • Aug 2020 - Present

  • Safeguarding Champion – to raise awareness about Adult Welfare to staff via presentations, guidance and advice. To achieve for said Adult; person-led, outcome-focused, engages the person and enhances involvement, choice and control, improves quality of life, wellbeing and safety (paragraph 14.15).1 • Maximising income – through the management of properties covering the North London region by relaying options available to tenants like Government benefits such as Universal Credit/grants/legacy benefits & money management schemes. • Debt prevention - pro-actively monitoring rent accounts & applying solutions to stop tenants getting into debt. • Trusted Referral Partner – making timely referrals where necessary for the commencement or escalation of legal action or for support such as LEAP for appliances in the home, Engage Haringey for mental help support, Connected Communities for general assistance & NHS for exceptionally high risk cases to fulfil duty of care. • External Contact - liaise with external bodies to resolve complex cases such as HM Police, Mental Health Services, NHS, HMP’s, Haringey Council and Courts. • Serving Notice – adhering to company and statutory guidelines to serve Notice to Seek Possession for resident’ in breach of their Rent Account obligations. (Inclusive but not limited to experience with non- responsive, fraudulent, absconded, incapacitated or incarcerated tenants). • Strong Customer Service – maintaining regular contact with tenants through interviews, home visits, telephone contact and taking enforcement action if required. Responding to correspondence/ complaints/enquiries from a wide range of audience categories. • Legal Acumen - good understanding of welfare benefits and to keep up to date with policy, legislation and court protocols. To review workflows / income recovery procedures in conjunction with any new court protocols and the good practice adopted by other Social Landlords. Show less



Durkan

• United Kingdom
• Construction
• 100 - 200 Employee

• Customer Service Coordinator

  • Jun 2018 - Aug 2020

  Management of Repairs & Maintenance – managing the routine repairs and scheduled major works in properties covering London & the Home Counties. Scope included logging, planning, liaising, approving, overseeing, and signing off completed works. • Diligent Administrative skills – logging, actioning & escalating defects/repairs using EasyBuild (In house system). • Contract liaison - lliaising with sub-contractors, housing associations, managing agents, external sales agents, utility providers, stakeholders & residents when resolving defects. • Microsoft/Windows Applications - strong use of Microsoft Office package. Excel – can run & manipulate reports/data to present to management, Word to compose letters and client documents. • Industry Knowledge – brief understanding in Building Regulations, Pass Certificate in NHBC (Warranty Provider) Finishes Course & basic Health & Safety requirements on site. • Site Visits – confident conducting self on site with prospective residents/clients and representing the company in meetings. • Financial Experience – coordinating major costs between surveying, design and technical department(s) & diagnosing the liable subcontractor(s) to contra-charge. Assessing quotes and referring this to the appropriate party to approve for major works/routine repairs. Processing invoices and gathering information for cost analysis on projects & to present to directors. • Customer Service – providing exemplary service to resident by providing timescales, updates, latest company news & services. Understanding and managing customer expectations. Going the extra mile to ensure a 5star builder standard is adhered to. • Non- compliance – Investigate reports of unfinished/breached materials or works in the home & escalate claims appropriately. Serve sub-contractors notice(s) for breaching their contract regarding repairs Show less