Our mission and values

Our Purpose

heylo helps aspiring homeowners and renters find a place to call home

Our Mission

Passion for the highest quality service to more and more customers, dedication to working in partnership with housing suppliers successfully and commitment to acting with integrity

Our Vision

To be a leading privately owned residential provider in the UK with a reputation as the most respected and customer-centric

Job Title: Credit Controller (Tenancy Management)

Department: Property Management

Location: Leeds City Centre

Reporting to: Senior Property Manager

Salary: £25,000 - £30,000 per annum

Hours of work: Full- time, permanent: Monday – Thursday 9am to 6pm, Friday 9am to 5pm. Flexible office and home workingTo manage a portfolio of Shared Ownership properties, leases and customers, with a focus on income collection and a responsibility for ensuring overdue debt is kept to a minimum, providing customer support and appropriate rent arrears solutions and ensuring the delivery of excellent customer service.

Key Responsibilities:

· Management of shared ownership homes and leases to ensure optimal revenue collection, protection of asset value, good customer service, and compliance with relevant legislation, regulation and industry good practice

· Managing third party property management agents effectively, including obtaining documentation from them where required

· Ensuring the management of property portfolios meets the standards expected by Local Authority partners, Homes England, and the Regulator of Social Housing

· Liaising with external legal advisors, mortgage lenders, debt charities, and government benefit departments.

· Attending court to represent heylo at possession hearings

· Supporting the Senior Property Manager in the development of customer feedback (including from surveys, complaints and complements), and the improvement of customer satisfaction and operational quality

· Dealing with Inbound and Outbound telephone calls and correspondence to ensure that our income collection levels are achieved

· Collection of rent, service charge, insurance and fee payments

· Working with, and supporting, customers to explain the options available to them and agreeing the most suitable next steps

· Negotiating, implementing and monitoring feasible repayment solutions that take into account the customer circumstances while balancing the best interests of the business.

· Ensuring that the business remains compliant with regulatory requirements

. Regular reporting against KPIs and key measures of collection

. Produce and maintain regular reports showing activity on accounts that are in arrears

. Identify improvements and efficiencies in our current Credit Control process.

· Maintaining adequate and accurate records for auditing and reporting purposes

· Supporting the set-up of new customer accounts and changes to existing accounts

· Providing support to the Senior Property Manager and undertaking other duties as required

· You must come from an income collections/debt recovery environment and have experience of dealing with customer accounts that have fallen into arrears

· Proven track record of reducing payment defaults

· Experience of residential property management and/or residential transactions is desirable

· Knowledge of leasehold, affordable home ownership and service charge management, and Landlord and Tenant law is desirable

· Knowledge and experience of the Affordable Housing/Shared Ownership industry is desirable desirable)

· Experience working with suppliers and contractors

· Customer service and stakeholder experience

· Excellent communication skills

· Good standard of numeracy and literacy, knowledge of MS Office (in particular Excel) and database management

· Ability to multitask and work to deadlines

· Ability to gather, assimilate, analyse and effectively summarise information and give briefings/prepare briefing notes as necessary.

· Well organised, and able to work as part of a team and under pressure

· Ability to self-motivate and motivate others to meet deadlines without close supervision

Benefits of working for heylo:

· Ongoing training and career progression op

· Flexible office and home working

· Discounted gym membership

· Daily £10 lunch allowance when in the office

· Employee Discount Program

· Pension scheme

· Life Assurance and Critical Illness Cover

· Transport Season Ticket Loan scheme

· Cycle to work scheme

· 25 days holiday plus Bank Holidays

· 2 days of volunteer leave per year