 JOB DESCRIPTION 
JOB TITLE:
Former Tenants Arrears & Sundry Debts Co-ordinator
LOCATION:
Merseyside
RESPONSIBLE TO:
Income Manager
VALUES AND ATTITUDE
Employees of the Plus Dane Group are expected to deliver the Group’s values as part of their day
to day work and to work in accordance with our PIER values which outline the attitudes through
which employees should personally contribute to achieving these values.
In return, you will be supported by your Line Manager through supervision and support, listening,
training and development and the best resources that we are able to provide to help you give your
best.
MAIN PURPOSE OF JOB:
To ensure prompt, effective and appropriate action is taken to recover debts from former tenants
including rent and other recharged debts, along with sundry debts owed by existing tenants. To
keep clear and accurate records of all actions. To develop and lead on good practice in order to
maintain high levels of performance in minimising former tenant arrears. To make recommendations
for write-off of former tenant debt or recharges where such debts are considered irrecoverable.
To play a major role in ensuring that the team achieves the performance management framework
income targets and delivers an excellent service to customers.
The post holder will also offer support to the Income Collection team as required
KEY TASKS:
1. To maximise income collection from both former tenant debts and re-chargeable debts
owed by current tenants and take prime responsibility for the recovery of these debts.
2. Through a focus approach to income collection help improve performance and support the
achievement of the performance targets in particular those relating to former tenant arrears
and sundry debts.
3. Through effective account management ensure compliance with both policies and
procedure relating to the collection of former tenant debts and sundry debts.
4. To provide advice and support to customers regarding any former rent arrears and sundry debts
including existing tenants sundry debts, to help assist them in paying off their debts.
5. To make repayment arrangements with customers and monitor the effective of these
agreements. This will include the provision of low level money advice or signing posting to other
support services.
6. To instruct and liaise with external agents in the tracing of former tenants, as necessary.
7. To make recommendations for the write-off of former tenant debt or sundry debts where such
debts are considered irrecoverable in line with the relevant policy and procedure.
8. To effectively monitor and report on the levels of former tenant arrears and sundry debts.
9. To ensure accurate administrative records and IT systems relating to former tenant debts and
sundry debts are kept up to date and maintained.
10. To contribute to the development and implementation of related policies, procedures and
service improvement plans.
11. To support and assist the Income Management team as necessary due to holidays, sickness
and workloads. This may involve assisting with Direct Debit and debit card payments.
12. To maintain a comprehensive knowledge of legislation, policy and good practice.
13. Any other duties as may reasonably be expected of the post.
NB: This Job Description forms part of the Contract of Employment of the person appointed to this post. It reflects the position at the present
time only, and may be changed at management’s discretion in the future. As a general term of employment, the Company may effect any
necessary change in job content, or may require the post holder to undertake other duties, at any location in the Company’s service, provided
that such changes are appropriate to the employee’s remuneration and status.

PE R SO N SP E CI FI C ATI O N

JOB TITLE:
Former Tenants Arrears & Sundry Debts Co-ordinator
LOCATION:
Merseyside
RESPONSIBLE TO:
Income Manager
Selection Criteria
Essential / Desirable
Assessment
E
A/I
E
A/I
E
A/I
E
A/I
E
A/I
Using own initiative to deliver excellence
E
A/I
Experience of using a computerised housing
system or similar
D
A/I
Ability to prioritise workloads
E
A/I
Ability to work as part of a team as well as on
own initiative and a willingness to support/
assist colleagues
E
A/I
D
A
E
A/I
E
A/I
E
A/I
EXPERIENCE
Experience working in a busy customer
focused environment
Experience of dealing with the public / outside
agencies
Excellent telephone manner with focus on
quality for the customer
Experience of dealing with difficult
customers/sensitive or difficult situations
Able to apply policies and procedures fairly and
consistently
QUALIFICATIONS
NVQ Level 2
COMPETENCIES
Serving customers and neighbourhoods
Encourages and supports a team to deliver
outstanding service to customers and
communities
Learning and Innovation
Encourages and supports innovation and
learning in the team
Working in Partnership
Encourages and supports team working or
partnering in the team
Operational Excellence
Delivers personal targets and objectives
E
A/I
Seeing the bigger picture
E
A/I
Uses a variety of skills & techniques to
communicate with others in unfamiliar
situations
Confidence, resilience and integrity
E
A/I
Encourages and supports a team to work with
confidence, resilience and integrity
E
A/I
Uses a general understanding of the sector and
the Group in own role
Communicating and influencing
METHOD OF ASSESSMENT
A
I
P
W
S
Application Stage
Interview
Presentation
Written Exercise
Skills Tests