Income Manager

Ackerman Pierce Ltd; North East; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated individual for a pivotal role in their collection team. This position involves strategic and operational management of income collection processes, ensuring a high-quality service while maintaining a strong focus on customer satisfaction. The successful candidate will lead a motivated team, manage budgets, and implement performance improvements. With a commitment to excellence and value for money, this role is essential in helping the organization meet its objectives and performance targets. If you're passionate about making a difference and have a knack for team leadership, this opportunity is perfect for you.

Qualifications

• Proven experience in managing income collection processes.
• Strong leadership skills with a focus on team motivation and performance.

Responsibilities

• Lead the management of income collection and ensure high-quality service.
• Oversee income collection activities, including arrears management and customer care.

Skills

Team Management

Budget Management

Performance Management

Income Collection

Customer Care

Education

Degree in Business Administration or related field

Job description

Collection Role Overview

The collection team is responsible for guiding and managing the rent and service charge collection processes. They ensure customer focus and value for money through effective income collection. This role involves managing staff directly and developing ideas to improve income collection and value for money. The quality and impact of services provided to residents help Waltham Forest Housing meet its objectives and performance targets.

Accountabilities

1. Strategic and Operational Management: Lead the management of income collection, ensuring a high-quality, seamless service.
2. Income Processes: Oversee all income collection activities, including arrears management, customer care, and quality assurance.
3. Team Management: Manage the income services team, focusing on motivation, performance, sickness management, development, and recruitment.
4. Procedures and Arrears Recovery: Maintain and review arrears recovery procedures, guiding the team on actions based on arrears levels, and work to prevent evictions.
5. Budget and Expenditure: Manage team budgets, monitor expenditure, and report to the Head of Income Services with forecasts.
6. Performance Management: Use performance management to enhance staff competencies and service delivery.
7. Case Authorization: Check and authorize cases for write-offs and legal actions.
8. Performance Reporting and Auditing: Ensure effective performance reporting and process auditing, addressing non-conformances, and implementing improvement plans.
9. Legislation and Policy Updates: Stay informed about welfare reforms, best practices, and legislative changes; update policies and processes accordingly.
10. Income Stream Management: Review and ensure timely, accurate collection of all income streams, including rent, garage, service charges, water rates, and rechargeable repairs.

11. Ensure timely and professional responses to service inquiries, correspondence, member inquiries, and complaints, including investigation, resolution, and learning from feedback.