Resident Accounts Officer

The Resident Accounts Officer is responsible for the effective collection of rent and other related charges from residents across an allocated patch, working with residents to maximise income and minimise debt.

• Position: Resident Accounts Officer
• Reporting to: Senior Resident Accounts Officer
• Location: Northbank House, Dublin (Hybrid)
• Contract type: Fixed Term Contract ending 31st December 2026
• Salary: €45,830 - €63,017 (DOE)

Key Responsibilities

• Income Collection
  • Manage a portfolio of mixed tenure accounts, leading on the collection and recovery of rent, service charge and recharge income, maximising performance, and ensuring a reduction in arrears to minimise bad debt.
  • Liaise with residents using all available communication methods to ensure debts are collected in a fair manner, working with residents to agree and set up reasonable payment plans through the use of regular income and expenditure checks; including conducting visits to schemes and properties as required.
  • Take enforcement action as appropriate and in line with policy to recover rent debt, including the serving of notices.
• Advice and Support
  • Provide advice to residents in relation to social welfare, signposting residents to relevant external support services for money management where appropriate.
  • Refer residents to the Tenancy Sustainment Team where there are suspected additional support needs to help prevent the escalation of cases.
• Subject Matter Expertise
  • Provide support to Housing Advisors to develop knowledge and skill required to increase the capability of the Housing Advice Centre, specifically relating to transactional and low risk income activities, such as taking payments, agreeing simple repayment plans and making outbound contact.
  • Collaborate with colleagues across Operations to drive operational excellence and achieve shared outcomes for individuals and communities.
  • Participate in the appraisal of new project developments, contribute to local and national improvement initiatives, and contribute to the formulation and review of Housing Services Policies and Procedures.
  • Undertake any other duties as required that are consistent with your role.
• Complaints and Resident Voice
  • Actively seek out and recognise the Resident Voice as an authority on our services.
  • Work with customers, management and the Complaints Manager as required to effectively resolve complaints relating to the service area in line with Clúid's complaints policy.
  • Support with the completion of remedial actions or improvement commitments identified through service complaints to drive continuous improvement.
• Corporate Responsibilities
  • Ensure all activity is aligned to Clúid's values and contributes to the mission of supporting the development of thriving communities.
  • Adhere to all Clúid policies and procedures at all times.
  • Exercise discretion at all times.
  • Demonstrate high standards regarding both Clúid's and your own wellbeing, health and safety requirements.

Person Specification

• Knowledge of housing legislation and regulations
• Knowledge of housing sector practices
• Financial management and budget management skills
• Customer relations
• Self driven and motivated
• Ability to demonstrate good listening and communication skills

Experience/Qualifications

• 2+ years experience in a similar role within the housing or property management sector, preferably within a housing association or similar.
• Experience specifically in income recovery, debt management, with a track record of successfully managing arrears, negotiating payment plans, and maximising income recovery.
• Full Clean Driving licence.
• Educated to Degree Level (or equivalent).
• Property Services Regulatory Authority Licence.
• Experience of working with diverse communities and understanding of social housing issues, with the ability to respond to changing circumstances.
• Experience in engaging with stakeholders, including residents, community groups, third party agencies, and other relevant organisations.
• Familiarity with housing regulations, policies, and best practices.