Income and Dispute Resolution Officer
MAIN PURPOSE OF THE JOB:
To positively contribute to the Leasehold Services Team responsible for the effective
recovery of service charges and other invoiced sums including major works shared
ownership and ground rent reserve fund and, any other specified debt from
leaseholders, freeholders and shared owners.
To provide a timely and comprehensive resolution service to resolve customer enquiries,
complaints and disputes, adopting a sensitive but proactive approach to resolve issues
relating to estimated, final day-to-day and major works charges invoices income
accounts and rent and reserve fund demands to shared owners.
To liaise with appropriate colleagues and service providers within the Council as well as
external stakeholders, contractors, and organisations including, courts and tribunals, to
achieve successful outcomes to disputed and/or contentious matters.
MAIN AREAS OF RESPONSIBILITY:
1. To collect disputed sums, reduce arrears, and where necessary, to instigate legal
action for recovery by instructing the Councils legal representatives.
2. To lead on customer enquiries, complaints and disputes resolution involving making
decisions and recommendations, referring cases which have more serious
implications for the Council to the Team Leaders, when necessary.
3. To follow local and organisational procedures for managing accounts to ensure that
prompt action is taken to recover monies outstanding on any accounts where there is
unpaid ground rent, service charges, reserve fund or capital expenditure.
4. To liaise with LBH Legal Services, Solicitors, Barristers, Estate Agents, Banks, Building
Societies as well as the leaseholders, freeholders and shared owners to obtain the
required information to resolve any shared ownership and ground rent, major works,
service charges and reserve fund queries, and to recover debts owed to the Council.
5. To respond to all enquiries, complaints, and disputes, including the provision of written
correspondence, within agreed timescales and to the highest quality.
6. To contact the Council's residents to arrange site inspections in the company of
interested parties and other relevant officers from the Service Areas in order to obtain
necessary information used for resolving disputes and contentious cases.
7. To prepare template correspondence documents to support the Leasehold Services
Teams activities, including agreement forms reminder letters referral forms standing
order forms Direct Debit mandates payment slips and statements of accounts.
8. To regularly liaise with the Income and Dispute Resolution Team Leader to discuss
complex and contentious cases and propose creative non-standard solutions to
resolve issues.
9. To be responsible for the preparation of any supporting information and evidence to
assist with the legal action for the recovery of service charge, major works, ground
rent, shared ownership rent and reserve fund arrears.
10.To keep up-to-date on the financial position of disputed accounts, and where
necessary, to carry out investigations to ensure that all payments are correctly applied.
Eden Brown Synergy is an equal opportunities employer.
Eden Brown Limited is a limited company registered in England and Wales with registered number 3643845. Our registered address is 5th floor 4 Coleman Street, London, EC2R 5AR, part of nGAGE Specialist Recruitment Limited T/A nGAGE Talent. Please consider the environment before printing this e-mail. This message is intended solely for the addressee and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this message or in any attachment. We take reasonable precautions to ensure no viruses are present in this email but cannot accept responsibility for any loss or damage sustained as a result of computer viruses and the recipient must ensure that the email (and attachments) are virus free.