Income Management Team Leader

Job Description

Job Title: Income Management Team LeaderContract Type: Permanent Salary: £37,371.80 Per Annum  (£41,132.66  is achieved after 12 months successful performance in the role)Working Hours: 35 hours per weekWorking Pattern: Monday-Friday 8am-6pm Location: Carlisle, Cumbria

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a income management team leader

You will lead and manage a team of Income Collection Officers / Early Intervention Officers ensuring the provision of quality, effective customer service within agreed operating hours, to support Group wide goals including effective debt recovery across a range of debt streams.

About you

We are looking for someone with:

• Experience of managing teams within a housing environment and within a debt collection call centre.
• Experience of successfully managing and motivating teams including managing team performance.
• Proven track record of effective stakeholder management, both internally and external to the organisation.
• Up to date knowledge of legislation, regulations and standards relating to social housing and income collection, welfare reform and Universal Credit.

Why Riverside?

(One Housing is a part of Riverside) At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 25 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Applications may close before the deadline, so please apply early to be considered.

      Role requires you to:

• Lead, develop and motivate the Income Collection Team to deliver a high quality service by providing clear direction, regularly reviewing work outputs, setting improvement targets and appraising individual performance.
• Lead on recruitment within income teams, working Human Resources (HR) and Customer Services CX induction and on-boarding teams and processes to successful recruit, induct and train staff testing that learning objectives are achieved; carry out probationary reviews in line with HR policy and procedures.
• Ensure prompt and effective outcomes in accordance with policy and procedure to apply the right intervention at the right time, working in collaboration with Housing Services and Tenancy Sustainment Services.
• Proactively manage the performance of the Income Collection Team by ensuring quality services are provided during agreed operating hours, team resources are deployed effectively and standards, targets, key performance indicators and service level agreements are communicated, understood and adhered to by team members, dealing with underperformance appropriately.
• Work with the CX team to resolve informal, stage 1 complaints and dissatisfaction at the first point of contact. Ensure the compliments, customer satisfaction results and expressions of thanks are collected and recorded.
• Act as subject matter expert for Income Collection, including providing advice and support to the Income Collection Team to ensure the effective collection of income on behalf of Customer Services.
• Carry out analysis of performance data identifying improvements to individual performance and business processes, escalating findings to the Income Collection Manager and Income Excellence Lead on performance against targets and key performance indicators as appropriate, and agreeing actions plans to address underperformance.
• Ensure the team are following agreed business processes to effectively support Customer Services, dealing with complex income collection issues and case resolution when required.
• Actively contribute to regular reviews of the Income Collection service, ensuring feedback from internal and external stakeholders, to continually improve the service provision.
• Manage key relationships with internal and external stakeholders to resolve recurring and emerging issues.
• Ensure the team provide accurate and timely advice, guidance and support to colleagues and other stakeholders as required, dealing with complex issues and escalated queries to ensure effective resolution.
• As directed by the Income Collection Manager and Income Excellence Lead, ensure relevant and up to date Income Collection Policy and information is available and accessible to the team and all stakeholders via the external website, social media and the intranet site.
• Work collaboratively with the management team to ensure effective delivery of the wider service.
• Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures and statutory requirements.
• Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures and statutory requirements

    Person specification

    Knowledge, Skills and Experience

    Essential

• Experience of managing teams within a housing environment and within a debt collection call centre.

• Experience of successfully managing and motivating teams including managing team performance.

• Proven track record of effective stakeholder management, both internally and external to the organisation.

• Up to date knowledge of legislation, regulations and standards relating to social housing and income collection, welfare reform and Universal Credit.

• Results driven with strong analytical skills and experience of providing meaningful management information.

• Customer focussed with excellent written and verbal communication skills and lives Riverside values

• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.

Desirable

• Experience of using housing management / income collection ICT systems

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