At Hillingdon Council, we are committed to 'putting our residents first' by providing outstanding services and ensuring residents receive timely and effective support. Our Housing Management service is a key part of this mission, offering professional and courteous assistance to our tenants and partner organisations.
We have an exciting opportunity for an enthusiastic individual to join our Rent Collection & Arrears Recovery Team as an Arrears Recovery Apprentice. In this role, you will act as the first point of contact for residents and stakeholders, ensuring queries are resolved accurately and efficiently at the first point of contact. You will play a key part in supporting the Council's aim of preventing homelessness by enabling residents to access support at the earliest opportunity.
Key responsibilities
- Provide a professional and friendly service to residents, resolving standard queries promptly and escalating non-standard issues when necessary.
- Demonstrate a clear understanding of the Council’s Customer Care Standards, ensuring that residents receive an excellent experience.
- Operate a variety of computer systems, logging data and updating records while interacting with customers.
- Signpost residents to relevant internal and external services such as DWP, Court Service, and Citizens Advice Bureau.
- Support the team with administrative tasks including data entry, scanning, and correspondence.
- Participate in the duty rota to ensure business service hours are fully covered.
- Promote the Council’s 'Rent First' ethos by encouraging residents to explore convenient payment methods.
About you
We are looking for a proactive individual with a passion for customer service and a keen interest in housing services. To be successful in this role, you will have:
- A minimum of 5 GCSEs (A*-C) or equivalent, with a willingness to complete functional skills if required.
- Strong IT skills, including proficiency in Microsoft Word and Excel.
- Excellent verbal and written communication skills with the ability to maintain a professional approach at all times.
- A positive and proactive approach to problem-solving and decision-making.
- The ability to work flexibly within a team and adapt to changing priorities.
What we offer
- A structured training programme to support your career development.
- Valuable experience working within a busy and dynamic Housing Management team.
- The opportunity to make a meaningful impact in the community.
- Employee benefits including access to training and development opportunities.
We value our employees and are committed to ensuring that they enjoy a fulfilling and rewarding career with us. We understand that a happy and motivated workforce is essential for the success of our organisation. That is why we offer a wide range of employee benefits to enhance your work-life balance, financial wellbeing, health, and professional development.
Here’s a comprehensive overview of the fantastic benefits we provide:
Work Life Balance
- Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
- 36 Hour Week – Enjoy a standard 36-hour workweek for all full time staff.
- Generous Holiday Entitlement – You will receive a minimum of 26 days annual leave each year, in addition to bank holidays. This entitlement increases to a maximum 37 days after 10 years of service.
Health & Wellbeing
- Hillingdon Sport Leisure – Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
- Cycle Purchase Scheme – Promote eco-friendly commuting with our cycle purchase scheme.
- Discount on Golf Fees – Enjoy up to 30% discounts on green fees at council owned golf courses.
- Financial Benefits – Secure your future with access to the Local Government Pension Scheme and membership to the Credit Union.
- Vivup Benefits – Access a variety of offers and discounts through our Vivup Benefits.
- Eye Care – We contribute towards eye tests and lenses for Display Screen Equipment
- Mental Health Support – Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues.
- Support and Counselling Services – Access free 24-hour confidential advice and counselling as well as a legal advice service for you and your immediate family.
Commute with Ease
- Travel Support – Make your daily commute easier with our season ticket loans and free car parking. We also provide bicycle parking, lockers, and showers at the Civic Centre.
Equity, Diversity and Inclusion Statement
At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace.
This commitment means that all employees, job applicants and others who work for us will be treated fairly.
The aim is for our workforce to be representative of all sections of society and Hillingdon residents so we welcome applicants from a wide variety of backgrounds.
We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities.
Join us in building a workplace where everyone feels respected, able to give their best and be themselves at work, whilst contributing meaningfully to our organisation's success.
Additional Information
Due to an expected high volume of applications, we could close this role early, we therefore recommend you apply as soon as possible to avoid disappointment.
