Income Manager

Ackerman Pierce Ltd; North East; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading company in housing services is seeking a motivated Income Collection Manager who will oversee all aspects of income collection processes while leading a dedicated team. This managerial role involves performance management, budget oversight, and ensuring compliance with welfare reforms, all aimed at delivering high-quality service and meeting organizational targets.

Qualifications

• Experience in managing income services team required.
• Familiarity with arrears recovery processes preferred.
• Knowledge of welfare reforms and legislation necessary.

Responsibilities

• Manage strategic and operational income collection.
• Oversee reactive arrears activities and customer care.
• Review procedures for arrears recovery and guide team actions.

Skills

Leadership

Customer Care

Budget Management

Performance Management

Problem Solving

Job description

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

Accountabilities include, but are not limited to:

1. Lead the strategic and operational management of income collection, delivering a high-quality, seamless service.
2. Oversee all income collection processes, reactive arrears activities, income account management, customer care, and quality assurance.
3. Manage the income services team, including motivation, performance, sickness management, development, and recruitment.
4. Review procedures for arrears recovery, guide the team on actions at specific arrears levels, and work to prevent evictions where possible.
5. Manage team budgets, monitor expenditure, reconcile payments, and report to the Head of Income Services with expenditure summaries and forecasts.
6. Utilize performance management to ensure staff achieve high competency levels and deliver excellent service, maximizing their potential.
7. Check and authorize all cases for write-off and legal action.
8. Ensure effective performance reporting and process auditing of income collection activities, addressing non-conformances and implementing improvement plans.
9. Stay informed about welfare reforms, best practices, and changes in legislation, updating policies and processes accordingly.
10. Review income streams (rent, garage, service charges, water rates, rechargeable repairs) and ensure processes are in place for timely and accurate collection.

11. Provide timely and professional responses to service inquiries, correspondence, member inquiries, and complaints, including investigating, resolving, and learning from them.