Officer - Arrears Recovery

Job summary

Closing Date: 25th September

Interviews will take place week commencing 5th October

2 positions - 18 month fixed term contract

Help to Buy was a Government initiative designed to help customers to buy their first home. We have supported the purchase of more than 380,000 homes since launch the scheme was launched. Help to Buy is one of the UK’s largest mortgage lenders, we have more than 150,000 live loans, and a balance sheet of c£13bn.

Working in the arrears team the Officer – Arrears Recovery will play a critical role in creating customer communications in line with agreed strategies and address queries from customers, ensuring good customers outcomes are achieved by adhering to procedures. You will ensure all steps in managing arrears customers have been completed and use all available internal & external data on our customers to carry out detailed case reviews.

Job description

The Operations & Customer Centricity team are dedicated to delivering a first-class customer service, taking an innovative and creative approach to support both our customers, and ensuring value for money. The arrears team believe in working collaboratively to foster good decision making and problem solving within the team. A key part of the role is working collaboratively with the Home Ownership operational teams and third-party suppliers ensuring the best possible outcome is reached.

This is a rare chance to shape the future of Help to Buy in a fast growing, national organisation with real social purpose. Working with key stakeholders across both Home Ownership and the wider Homes England Teams, you will ensure efficient, consistent and effective resolution of known challenges and the have the opportunity to help create improved customer outcomes.

Person specification

Whilst our day job is to deliver first class customer service to our stakeholders on Help to Buy, you will be used to "spinning several plates" at once and will always be looking for ways to improve.

You'll be comfortable supporting the wider Help to Buy Directorate with customer case reviews, aiming to provide information to help improve the overall quality of our arrears management processes for complex cases to ensure we follow a consistent & fair approach in managing arrears. You will balance the need for technical understanding whilst working with internal and external stakeholders to gather evidence to support decision making.

Delivering on a mission as bold as ours isn’t always easy. You will be resilient, and your discussions will always be shaped by a good understanding of the commercial and operational impact of what we do as the Operations & Customer Centricity team.

As an arrears management professional, you’ll be able to demonstrate how you can work with others as part of a team in a collaborative, inclusive way.

Benefits

Homes England is an executive non-departmental public body with its own terms and conditions, benefits and pension scheme. We are a government agency working in partnership with the private sector and want to employ and retain great people. In return we offer a range of excellent benefits, some of the key benefits include:

Holiday - Homes England offers all staff 33 days annual leave per year in addition to 8 statutory bank holidays.

Working Flexibly - At Homes England we have a strong culture of flexible working and encourage all employees to have a healthy work/life balance. We offer a wide range of potential working patterns, including part time, job share and compressed hours.

Health and Wellbeing - We offer health screening with Nuffield Proactive Health Clinics, a free Employee Assistance Programme which offers confidential support 24 hours a day, 7 days a week as well as access to Occupational Health.

Professional Development - At Homes England we are committed to your continued professional and personal development with learning as one of our core values. We pay for one job-related professional membership subscription per year for our employees.

We also offer an excellent range of family friendly benefits, for example, maternity, paternity, shared parental leave.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

How to apply?

To apply please follow the links to our careers page.

Security

Successful candidates must pass a disclosure and barring security check.

Selection process details

Successful applicants will be advised of the outcome of their application and interviews held as soon as practical after the closing date. Feedback will only be provided if you attend an interview or assessment. We would like to take this opportunity to thank you for your interest in this role and Homes England.

Please note – Homes England has a responsibility to ensure compliance with HMG Baseline Personnel Security Standard to address the potential problems of identity fraud, illegal working and deception generally. To ensure compliance we will carry out a pre-employment Personal Identity and Vetting Report through Experian to meet the standard and you will therefore be asked to provide certain information in order that the verification check can be carried out if you are successful in your application.

Homes England are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates. We are proud to be an equal opportunities employer that values and respects the people who work for us. Our aim is to be an employer of choice, enabling everyone to reach their full potential.

Homes England is committed to protecting the privacy and security of your personal data. For further information please refer to our Privacy Notice which can be viewed here:

https://www.gov.uk/government/organisations/homes-england/about/personal-information-charter

Nationality requirements

Open to UK, Commonwealth and