JOB TITLE: Former Tenant Arrears Income Officer
BASED: Albion House, London
SALARY: £26,700 pa pro-rata
Contract: 9 Months
Please find enclosed:
Equality & Diversity Statement
To apply please go to our website at www.familymosaic.co.uk where you can find our online
Please do not complete more than 2 extra sheets (single sided) when completing the
section on the application form marked ‘Personal Statement’. The closing date for the
receipt of completed application forms is strictly 4pm on 7th June 2010.
PLEASE ENSURE YOU RETURN YOUR COMPLETED APPLICATION FORMS TO THE HR
DEPT AT FAMILY MOSAIC GROUP, ALBION HOUSE, 20 QUEEN ELIZABETH STREET,
LONDON, SE1 2RJ.
Unfortunately, because of the resource implications, we will not be able to reply
to those candidates who are not shortlisted. Therefore if you have not heard from
us within four weeks of the closing date, please assume that on this occasion you
were not successful.
I look forward to receiving your completed application form.
HR Assistant (Recruitment)
Former Tenants Arrears Income Officer
Reports to: Head of Collections and Credit Control
Reporting Line: None
Salary: £26,700 pa (pro-rata 9 months contract)
Key Objective of the Post
1.1 Assist Head of Collections and Credit Control to set up process and become sole
responsibility for collection of Former Tenant arrears that are currently managed by
the Central Income Collections Team.
1.2 To ensure that the obligations of Family Mosaic’s Former Tenants with respect to the
payment of rent, service charges and other charges are observed in accordance with
to the Former Tenant’s arrears procedure.
2.1 Liaison with selected Agency to trace the whereabouts of former tenants, if
forwarding address unknown.
2.2 Ensure utmost confidentiality when carrying out trace and field questions that may
arise from interested 3rd Parties as a result of the Family Mosaic trace being
recorded against person’s record.
2.2 Monitoring and preparing monthly report on activities carried out by the Tracing
Agency including associated costs.
3.1 Liaise with internal stakeholders to discuss and agree resolution to issues
encountered during collection process.
3.2 Liaise with Rent Ledger Team to ensure that all monies received from Former
Tenants are posted correctly and promptly.
4.1 To monitor and control rent arrears from former tenants owing to Family Mosaic,
taking recovery action in accordance with procedures.
4.2 To ensure that early action is taken to minimise the development of former tenant
4.3 To monitor and control other charges and debts owing to Family Mosaic
4.4 Liaison with external Debt Collection Agency where accounts are passed for
collection due to internal efforts being exhausted.
4.5 Provide support and documentation to external Debt Collection Agency where
accounts have been approved for litigation and representation at Court, where
4.6 To update and maintain records of recovery action taken.
4.7 To provide regular reports regarding payments received and
arrangements in place.
4.8 Be the first point of contact for FTA write off recommendations.
5.1 Provide monthly and ad hoc reports as required.
5.2 Provide user friendly services.
5.3 Carry out other duties and assignments as and when required
Signed:_____________________ Dated: _______________________
Family Mosaic Housing Association
Person Specification & Core Competencies
Former Tenants Arrears Income Officer
Minimum 2 years experience as Income Officer respsonsible for current or former
Knowledge / Experience/Behaviour and Attitude
Role is 9 months contract and full time
Have no active capability action against him/her, i.e. concluded and not in progress
or still in validity period.
Regularly meets required performance management targets
Proven track record of sustaining a reduction in arrears/outstanding debt (value,
DSOs and/or arrears %) and maximising cash collection .
Proven track record of meeting/exceeding targets and deadlines.
Posses strong hands on technical experience with the Microsoft Office Products Suite
at a high level.
Skilld required in data manipulation, spreadsheets and data inputting to a high
Willingness to shoulder responsibility rather than relinquish
Ability to produce accurate analyses and reports as required.
Communicate and work with tenants, management, staff and other stakeholders to
high levels of satisfaction.
Proven ability to maintain accurate, reliable and up to date records.
Sense of ownership and initiative in the workplace.
Effective written and verbal communication skills.
Demonstrate an understanding of the importance of performance management in
relation to service delivery
How well you contribute to the success of the various teams you work with, including
sectional; departmental; divisional and project teams and also as a representative of
Effective Management of Resources
Making effective use of all the resources you have available to you, be they human
resources, financial resources or other assets.
Getting information, or a message, across in such a way that it ensures the recipient has no
room to misunderstand it. Communicating clearly, concisely so that the recipient is
inspired with confidence having got your communication.
Communications could simply be about giving some one a clear simple message or they
could be about getting a broader message across to a number of staff or customers in an
Drive to Deliver
Knowing what you have to achieve and taking responsibility for getting the job completed
on time; on budget; to the required standard consistently and reliably. In demonstrating
this competency you will need to demonstrate an ability to over come obstacles and set
backs, seeing these as part of the task.
Planning and Organising
A concern for developing clear and logical plans that set out what needs to be
done. A willingness to follow through a process as far as it is possible in order
deliver what is required whether that is the implementation of an idea or the
achievement of a task. A moderately good idea well thought through, planned out
and implemented will have a more positive impact than a brilliant idea
insufficiently thought through and badly implemented.
Approach to Change
The ability to adapt and respond to a variety of situations and people in order to meet
changing priorities, often changing quickly to new priorities and ways of working. Change
needs to be met whilst still maintaining an effective service, sometimes facing ambiguity in
doing the job. Change is constant and can be disruptive and frustrating. Managers, in
particular, are required to set an example and remain effective, enthusiastic and adaptable
throughout periods of change.
Leading and Motivating
Ability to motivate and inspire others, whether they are team members or colleagues, with
a sense of commitment and purpose. Developing, and inspiring others to give their best
through setting them challenges whilst encouraging and supporting staff.
Pleasing the Customer
This competency is about knowing and anticipating your customer needs and requirements
and having the confidence to meet those needs. It is about ensuring the basics of good
service are put in place and built upon: constantly looking for ways so to please and delight
the customer. Showing a desire for excellence and going the extra mile.
Demonstrating technical competence in your work; whatever your technical expertise is
and whatever level of expertise you have. Your technical competence is set out in the
Person Specification for your job and covers the knowledge and skills necessary to do your
job fully and well.
You are expected to be able to demonstrate practical ways of using your skills and
knowledge to meet organisational needs and please your customers. You are also expected
to undertake continuous development your skills and knowledge and seek practical ways of
applying the skills and knowledge.
Family Mosaic Competencies
Competencies are designed to apply to all posts at all levels, to a greater degree and with a
broader knowledge the more responsibility a post possesses. Family Mosaic has eight
competencies which all applicants will need to demonstrate they possess.
Pleasing the Customer
This competency is about knowing and anticipating your customer needs and having the
knowledge and ability to meet or exceed those needs and expectations. It is about
ensuring the basic standards of good customer service are in place and then improving on
those standards. It is ensuring a strong focus on customer satisfaction is always evident in
every team and constantly looking for new ways to please the customer, showing a desire
for excellence and going the extra mile.
Knowing what you have to achieve and taking responsibility for getting the job completed
on time, on budget and to the required standard consistently and reliably. Developing clear
and logical plans that set out what needs to be done. Having the determination and energy
to achieve your goal, whether that it is the implementation of an idea or the achievement
of a task. In demonstrating this competency you will need to display an ability to
overcome obstacles and setbacks, seeing these as part of the task.
Demonstrates a broad knowledge of the services in own area, and understands how these
contribute to the success of the Association as a whole. Can identify ways to improve
effectiveness and efficiency of those services. Applies knowledge and understanding of the
Association and the external environment to make sound commercial judgements,
anticipating current and emerging market requirements.
The ability to develop and maintain effective and supportive relationships within an
organisation is key to meeting targets and to creating an active and enjoyable working
environment. Creating a team ethos, with a real sense of cooperation, in which everyone is
committed to achieving the Association’s objectives is vital to Family Mosaic’s continued
Getting information or a message across in such a way that it ensures the recipient has no
room to misunderstand. Communicating clearly and concisely so that recipients are
inspired with confidence.
Communications could simply be about giving someone a clear and simple message or they
could be about getting a broader message to a number of staff or customers in an
Approach To Change
This is the ability to adapt and respond to a variety of situations and people in order to
meet changing priorities and different ways of working. Change needs to be met whilst
maintaining an effective service, sometimes facing ambiguity in the face of doing your job.
Change is constant and can be disruptive and frustrating. Managers in particular are
required to set an example and remain effective, enthusiastic and adaptable throughout
periods of change.
Leading & Motivating
Whether you are a manager or a member of staff, this competency demonstrates the value
in motivating others, whether they are team members or colleagues, with a sense of
commitment, team spirit and purpose. As a manager, it is about developing and inspiring
others to give their best, setting them challenges whilst you encourage and support them.
Learning & Development
The development of staff is essential to the continued success of the organisation as well as
to the satisfaction of the employees. As a staff member, this competency involves ensuring
you build on your knowledge of the organisation, identifying development opportunities and
creating plans for improvement, taking responsibility for broadening your knowledge and
sharing it with others. As a manager, it also means creating a positive learning
environment, seeking and giving constructive feedback and demonstrating the importance
of continuous learning.
Competencies/Family Mosaic Competencies.September 2006
GUIDANCE NOTES TO APPLICANTS
Thank you for applying for a recruitment pack. The covering letter indicates what details
should be included in the pack. All packs will contain a job description and the person
specification listing the skills needed for the post, a list of the competencies, an application
form and our Equality & Diversity policy.
Family Mosaic shortlists applicants for interview by matching the details given on the
completed application forms against the Job Description and Person Specification. We will
be looking for clear evidence to show whether or not an individual’s experience, skills and
knowledge match those set out in the job pack.
All parts of the skills should be addressed, as information not given or made explicit on the
application form cannot be taken into account in the shortlisting process. Please note that
CVs are not accepted and any information given on a CV cannot be considered.
It is therefore important that you pay particular attention to these documents and make
reference to them whilst completing your application form in a precise but informative
The presentation of the application form is also important. Care should be taken in
completing the application form. If you are completing a hard copy form please note that
forms will be photocopied and therefore should be typed, printed on computer or completed
in black ink. If handwritten, the handwriting should be legible. If you are completing our
online form remember your progress will be saved so you can return later if you are not
able to spend as much time as you would like initially. Depending on the level and type of
tasks involved in the job, standards of English ie. Spelling and grammar may also be taken
into account in the shortlisting process.
Written communication skills can also be judged by the way the application form is
completed, ie. the standard of English, organisation of information given on the application
form and the quality and clarity of the information given.
Section 5 of the online application form is the most important part of the form as far as
‘making your case’ for shortlisting goes. Please use this section to make clear what skills,
knowledge and abilities you have, citing whatever evidence you can and linking back to the
requirements set out in the Person Specification. If you have not been in work before or
recently, or if you have not been in a similar job before, you should consider whether you
have gained any useful skills or experience in, for example, voluntary roles, perhaps
helping with a local group or club.
You are advised to draft out your application before completing the form; it would also be a
good idea to take a photocopy of your application for reference purposes. Your
completed application form should be returned by the time stated on this job pack
on the closing date. Late applications will not be considered under any
circumstances. Good luck with your application.
Equality and Diversity (Ten key themes)
Family Mosaic recognises that certain groups and individuals are more likely to suffer
discrimination and face inequality through unfair or unreasonable behaviour towards them.
As an employer and provider of housing, we are committed to making sure that no one
receives less favourable treatment because of their race, gender, disability, AIDS/HIV
status, age, sexuality, religion or creed.
The organisation will abide by the Disability Discrimination Act 1995, Race
Relations (Amendment) Act 2000, and the Sex Discrimination Act 1975, and will
implement the provisions of the CRE codes of Practice for Rented Housing and
Employment, the EOC Code of Practice for Employment, and the National
Disability Council’s Code of Practice.
Family Mosaic will:
1. Have an open and accountable allocations policy.
2. Provide services that meet the needs of the diverse nature of our client group.
3. Be sensitive to the needs of vulnerable individuals and groups.
4. Take action against staff, tenants, partners or contactors who are guilty of
5. Support disadvantaged groups by helping them to meet their housing needs.
6. Monitor allocations, recruitment, complaints and appointment of contractors to
ensure equality in standards of service and access to opportunity.
7. Build homes which meet the needs of all sections of the community.
8. Employ people who reflect the diverse range of people we serve. If certain
groups are under-represented we will take positive action to improve the situation.
9. Try to employ local contractors who reflect the communities they serve.
10. Aim to ensure that our committees, advisory panels, working groups and
Board represent the needs of the diverse nature of our client group.