Factoring Coordinator / Responsible for: Factoring Team
Lanarkshire
Salary Guide: £39,000 to £42,000
This is a fantastic Opportunity to be part of an organisation which is ‘people centred’ with a caring culture. Great working conditions and amazing benefits.
The Job
Overall Purpose:
To deliver an excellent customer service for factored owners, meeting all legal and regulatory requirements and ensuring effective and efficient invoicing, income collection and debt recovery.
Detailed Duties and Responsibilities :
Service
- Ensure the delivery of a professional factoring service to customers within agreed budgets and timescales.
- Ensure high levels of customer satisfaction and performance results through management of the frontline Factoring Team and identify areas for continuous improvement within these services.
- Deal with and resolve complaints.
- Manage contact for customers via telephone, face to face and in writing regarding giving advice on policy and procedure and owner’s legal obligations.
- Ensure written statements to owners comply and are issued on time in accordance with legislation.
- Participate in the delivery of customer engagement and consult on new services, changes to services, management fees and other costs.
- Review and make recommendations on changes to fees or other charges.
- Administration of sales/changes in ownership and setting up new services and charges in accordance with service standards and targets.
- Liaise with legal advisors in response to enquiries.
- Conduct Estate Inspections to review standards and respond effectively to complaints liaising as needed with colleagues across the company.
- Work closely and effectively with cross-functional teams to ensure delivery of a seamless factoring service to owners, including liaison with Property Services and landscaping contractors.
- Responsible for ensuring mandating for major common work is carried out in accordance with policy.
- Liaise with colleagues and contractors on progress of common repairs and large scale works.
- Draft newsletter articles and website updates.
Income and Debt Management
- Maximise income and effective management of the recovery of arrears for factored owner accounts.
- Ensure accurate and timely invoicing/payment processing is carried out.
- Promote and set up a range of payment methods.
- Update records on actions taken, agreements made and sending out letters where repayment agreements are breached.
- Agree/confirm the repayment of arrears including assessment of disposable income available.
- Monitor adherence to agreements and take enforcement action including court action for recovery including seeking a Decree and/or issuing a Notice of Potential Liability.
- Manage relationship with debt recovery partners to maximise debt recovery.
- Support the business by providing information required to assess new business opportunities and their viability and potential changes in policy and service improvements.
People
- Manage and support the Factoring Team.
- Carry out all Management duties effectively including financial budgets, Health & Safety standards, Equalities, Performance Management and Risk Management, ensuring that the highest standards of governance, regulation and compliance are upheld and adherence to all relevant policies and procedures.
- As line manager for the Factoring Team, ensure performance management, personal development and succession plans are in place for all employees and where possible, opportunities for career development and progression are made available.
- Ensure effective application of all Company HR Policies within your teams.
- Promote health, safety and wellbeing activities which encourage and support work/life balance.
- Fully engage your team in the Company annual appraisal process, ensuring clear goals and objectives are set and tracked and that all team members have a personal development plan in place.
- Actively support, promote and celebrate successes.
Compliance and Other
- Ensure compliance with all legislative and regulatory returns for your service areas, reviewing policies and procedures as required for your services.
- Provide timely and accurate Management Information for the purposes of reporting performance against our KPIs and Service standards.
- Contribute to the Annual Return on the Charter.
- Lead on returns to the Property Factors Register
- Undertake other reasonable duties as may be required.
| Person specification Essential | Desirable | ||
| Qualifications |
• Professional Diploma in Property Factoring • CIH Level 4 Diploma
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| Experience |
• Customer services delivery experience. • Experience of debt management and recovery.
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• Experience of delivering Property Factoring services • Working in housing or a related sector. • Use of customer feedback to drive service improvements. • Budget management and control. • Managing and motivating teams to deliver excellent customer services and continuous improvement.
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| Knowledge/ Understanding |
• Knowledge and understanding of the Property Factors Code of Conduct and other relevant property legislation. • Knowledge of how ICT systems support customer service delivery and service improvement.
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• Relevant legislation and regulation.
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| Skills |
• First class verbal and written communication skills including report writing and presenting to a range of audiences. • High proactivity and initiative. • Ability to prioritise objectives and remain focussed on the most important. • Excellent IT skills. • A clear thinker, decision maker, with the ability to organise and plan ahead.
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| People Leadership |
• Ability to create and promote a team culture. • Courage to tackle performance issues.
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