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

Role Profile

Deliver an effective Income Management in general needs housing throughout the UK by ensuring the Income teams provide a high quality, effective customer service. Champion a strong ethos of partnership working to support strategic goals and support the Head of Income Management to embed a balanced culture of income protection and tenancy sustainment through prevention, early intervention and recovery strategies.

Role Responsibilities

• Deliver a high-quality total debt management service, developing and implementing operational objectives to underpin the Income Management Strategy through prevention, early intervention and effective arrears recovery strategies.
• Ensure prompt and effective outcomes in accordance with policy and procedure, applying the right intervention at the right time, working in collaboration with Early Intervention Officers, Housing Services and Tenancy Sustainment Services.
• Support the Head of Income and other Income Managers to ensure that Riverside delivers excellent services to its tenants, and customers by providing top performing, innovative income management services with focus on customer engagement and support.
• Manage the performance of the Income teams, ensuring a quality service is provided during agreed operating hours, resources are deployed effectively and targets, key performance indicators and service level agreements are developed and implemented. Ensure that underperformance is addressed promptly and efficiently using relevant HR policies as required.
• Own and champion the Performance Management Framework for the service ensuring that collective goals and targets are cascaded to Team Leaders and individuals, ensuring frequent and consistent measurement of performance against agreed standards.
• Work with training and quality colleagues to ensure that all colleagues received appropriate training in all aspects of their roles to effectively delivery the service, testing that learning objectives are achieved.
• Analysis relevant data (including management information) working with the Income Excellence Manager and Income Analysts to identify improvements to business processes.
• Working with the Income Excellence Manager to implement and continually review effective internal business processes to support the delivery of the Income Management Strategy.
• Ensure that proposed improvements to services are agreed and endorsed by involved residents taking on board their feedback in line with Together With Tenants charter in accordance with change management protocols.
• Conduct regular reviews of the Income Management service, benchmarking with other high performers to deliver best practice in income collection. Using feedback from internal and external stakeholders, to continually improve the service.
• Manage internal and external stakeholders effectively, building constructive relationships by creating an inclusive, supportive and professional environment.
• Work with the CX team to investigate service failures and complaints from internal and external sources to prevent escalation; embedding learning from complaints to improve and develop services.
• Provide complex advice and guidance to colleagues including the Head of Income Management. This may include dealing with difficult or complex queries referred by team leaders, escalated enquiries and complaints as required.
• Review and be accountable for service information published to stakeholders, determining the most appropriate method of communications.
• 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.
• Deputise for the Head of Income Management, Income Homeowner Manager and Income Excellence Manager as required to ensure effective cover of required duties.

Additional Information

• The Group has offices across the UK and on this basis, there may be the requirement to travel to other locations to effectively perform this role, albeit that regular support will be required to teams in Camden and Dartford.
• The role will be exposed to sensitive information; therefore, the role holder is expected to maintain levels of confidentiality at all times.
• In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation.
• The role holder is expected to be committed to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.

Person specification

Essential

• Experience of leading and managing teams within a housing environment within a debt collection call centre.
• Experience of successfully leading, managing and motivating teams including managing team performance in a remote and agile way.
• Evidence of effectively managing a key service provision within a complex multi-site organisation.
• 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 management, welfare reform and Universal Credit.
• Results driven with strong analytical skills and experience of providing meaningful management information.
• Commercially aware with a focus on continuous improvement and the ability to drive change.
• Customer focused and lives Riverside values.
• Customer focused with excellent written and verbal communication skills with the ability to work at all levels in the business.
• 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.

About Us

Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

Our Values and Behaviours

Creating an Inclusive Environment