Job Title: Income Manager
Contract Type: Permanent
Salary: £35,928.31 + £4000 per annum London Allowance (£37,176.4 is achieved after 12/18 months successful performance in the role)
Working Hours: 37.5 hours per week
Working Pattern: Monday to Friday
Location: Camden in London
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 Income Manager
In this role you will be delivering an effective Income Management service by ensuring the Income Management teams provide a high quality, effective customer service. Champion a strong ethos of partnership working in order to support strategic goals and support the Head of Income to embed a balanced culture of income protection and tenancy sustainment through prevention, early intervention and recovery strategies.
About you
We are looking for someone with:
1. Experience of managing teams within a housing environment
2. Experience of successfully managing and motivating teams including managing team performance.
3. Proven track record of effective stakeholder management, both internally and external to the organisation.
4. Up to date knowledge of legislation, regulations and standards relating to social housing and income collection, welfare reform and Universal Credit.
5. Results driven with strong analytical skills and experience of providing meaningful management information.
6. Customer focussed with excellent written and verbal communication skills and lives Riverside values
7. Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
Why 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:
8. Competitive pay & generous pension
9. 28 days holidays plus bank holidays
10. Flexible working options available
11. Investment in your learning, personal development and technology
12. A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to be considered.
Role profile
Deliver an effective Income Management service by ensuring the Income Management teams provide a high quality, effective customer service. Champion a strong ethos of partnership working in order to support strategic goals and support the Head of Income to embed a balanced culture of income protection and tenancy sustainment through prevention, early intervention and recovery strategies.
Leading and engaging a team:
13. Line manage a specialist income management team and create a safe environment where colleagues can talk openly and honestly
14. Work together with operational colleagues to set expectations and performance targets
15. Hold regular ‘one-to-one’ sessions to reflect on achievements, performance and support individual personal wellbeing
16. Undertake six monthly performance reviews to support and guide colleagues to fulfil their potential
17. Facilitate regular team meetings to update and empower your team to share ideas and best practice
18. Embrace reflective practice techniques so the team can learn from their experiences
19. Recognising, praising and acknowledging achievements of colleagues and team
20. Build effective partnerships with regional and other colleagues across Riverside, participating in wider initiatives
Leading a service:
21. Manage income collection service across the region, delivering a high performing income management service.
22. Meet Riverside arrears performance targets
23. Participate in the setting and management of service budgets.
24. Monitor spend by accessing the finance system and report budget variances to the budget holder
25. Recruit great people for your team, sourcing and engaging relief or agency workers as and when required
26. Devise, plan and deliver a comprehensive induction and continuous development plans for all colleagues
27. Be responsible for cash handling, administration of monthly timesheets, raise and approve invoices through accurate record keeping
28. Produce reports and other written documentation as required
29. Ensure compliance with Health and Safety legislation and other regulatory obligations, assessing risk, putting in control measures and reporting risks
30. Actively build positive relationships with all key stakeholders
Income management:
31. Lead an income management service working across all services within the south and central region.
32. Lead on hearing appeals, serving notice and ending of tenancies as per policy framework
33. Train and monitor the performance of income management officers, ensuring arrears procedures and stage are followed methodically and systematically
34. Manage the relationship with HB teams across the region, ensuring that HB income has been maximised.
35. Deliver a tenancy sustainment and advice service to customers, by maximising their income. claiming correct benefits, ensuring that the team support customers to maintain their tenancy through effective budget management
36. Prevent evictions by effectively managing income collection approach
37. Guide your team to record customer information on Riverside and relevant local or external digital platforms, ensuring information is clear, accurate and strengths-based
Supporting customers:
38. Lead your team to provide a person centred, service for customers in line with our psychologically and trauma informed approach
39. Promote the highest levels of customer consultation, communication and partnership working in all aspects of service delivery
40. Work with your team to continuously identify and build relationships with community resources and promote multi-disciplinary working to enhance the service for customers
41. Handle complaints transparently, ensuring customers are kept up-to-date with progress and a culture of continuous improvement is embedded
Other Information
42. You will be required to work flexibly to meet customer and business needs, which may include out-of-hour working and participating in an “on-call” rota
43. Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely
44. Use the Lone Worker system as and when necessary
45. Ensure customers are safe at all times - carrying out all of your duties within Riverside’s Policy and Procedure Policy and Procedure framework. health & safety, safeguarding, dignity at work, GDPR, cash handling, etc
46. Deliver your role in line with Riverside company values – “Our Riverside Way”
47. Participate in team meetings, attend regular supervisions and reflective practice sessions
48. From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager
Person specification
Essential
49. Experience of managing teams within a housing environment
50. Experience of successfully managing and motivating teams including managing team performance.
51. Proven track record of effective stakeholder management, both internally and external to the organisation.
52. Up to date knowledge of legislation, regulations and standards relating to social housing and income collection, welfare reform and Universal Credit.
53. Results driven with strong analytical skills and experience of providing meaningful management information.
54. Customer focussed with excellent written and verbal communication skills and lives Riverside values
55. Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
Desirable
56. Experience of using housing management / income collection ICT systems.