About Us

Circle Voluntary Housing Association was set up in 2003 and is a leading provider of social housing in Ireland. Our vision is to make a real difference by delivering quality homes and innovative integrated housing solutions to individuals and families in Ireland. We are passionate about our people and the delivery of a tenant first service.

Our team members are the secret element of our success. Their experiences, competencies, values, knowledge, and perspectives are greatly valued and have significantly contributed to Circle delivering over 2,500 homes. They deliver services to over 5,000 people and help create thriving communities.

We are dedicated to finding the right people who embrace our purpose, vision, and values. In return we will support you to learn, grow and excel in an exciting, flourishing, diverse organisation. We are committed to fostering an inclusive and collaborative work environment, which values every person who works with us and all of those who live in our homes and communities.

Reflecting the growing diversity of the communities in which we work, we welcome applications from people of all cultures, nationalities, genders, members of the LGBTQ+ community and any background traditionally marginalised in society.

About the Role:

You will be responsible for collecting rent, service charges and sundry debts owing to the organisation and Owner Management Companies as efficiently and effectively as possible. There is significant individual responsibility for managing workload, early identification of arrears and intervention. We take a “support followed by enforcement” approach to income recovery, recognising that some of our tenants may require guidance and advice around managing money or be signposted to appropriate services.

Key Responsibilities

Arrears prevention:

Ensure that all tenants understand their responsibility to pay rent and service charges on time.
Work with tenants to maximise their income, ensuring that they are receiving all benefits to which they are entitled.
Offer advice and debt counselling, referring to specialist services where necessary.
Contribute to any organisational pre-tenancy initiatives aimed at understanding a new tenant’s ability to pay their rent and sustain their tenancy.

Income Collection:

Work individually and as part of the Income Management Team to maximise rent collection and control arrears, by phone, letters, emails and on-site visits.
Build and maintain relationships with all tenants in arrears and accompany Tenancy Services Officers to visit tenants in severe arrears to discuss payment plan/options.
Assess tenants rent using appropriate rent, policies and income details.
Pursue current and former tenancy rent and service charge arrears.
Pursue service charges owed where Circle VHA are acting on behalf of the management company or owner.
Pursue sundry debts and tenant recharges.
Keep full and detailed records of all actions taken and all contact made with tenants.
Liaise with various departments and colleagues as required to ensure that information is appropriately shared and the tenants receive a seamless service.
Prepare paperwork for Residential Tenancy Board (RTB) hearings and represent Circle VHA at RTB hearings and other legal hearings.
Give accurate advice/ information to tenants, keeping up to date with best practice and legislative changes. Liaise with the finance department to rectify errors or trace missing payments etc.
Work in partnership with external agencies to ensure that the most appropriate services and support are offered to tenants.
Liaise with Local Authorities and Revenue to remits, and with An Post and other service providers with regard to rent payment methods and reconciliation.

Tenant Engagement and Satisfaction:

Work with colleagues, tenants and partners to develop meaningful opportunities for tenant engagement. Encourage and support tenant groups and attend meetings as required.
Carry out, participate in and undertake tenant satisfaction surveys with tenants. Promote successes and good news stories.
Ensure a positive and professional image is displayed at all times.

General

Provide all services having due regard to the regulatory framework.
Ensure that up-to-date and accurate information is maintained on all IT systems.
Contribute to developing service plans, team and individual targets and attend and positively contribute to meetings.
Liaise with all teams as required to ensure the information is appropriately shared and that tenants receive a seamless service.
Provide cover for annual leave or sick leave for other team members.
Carry out all duties observing Circle VHA’s policies and procedures.
Undertake any other duties that are reasonably commensurate with the level of this post.

Key Competencies

Customer care
Ability to meet targets
Team work
Excellent time management skills
IT skills [Word, Excel, PowerPoint]
Communication Skills

Key Experience & Skills

Experience in customer facing role
Experience in finance, accounts or debt recovers is a plus
Experience working with deadlines
Experience building relationships with external stakeholders
Problem solving skills
Communications skills
Experience using Microsoft Suite
Full clean drivers licence

Income Management Officer

Job Description