Connect with what you’ll do In the role you’ll: Develop, implement, and continuously improve effective arrears prevention and recovery strategies to maximise rental income. Monitor income performance, including current and former tenant arrears, trends, and risks, providing regular performance updates against key performance indicators (KPIs). Take proactive and timely action where performance targets are not being met. Oversee arrears collection systems and the rents call queue, resolving operational issues as they arise. Lead, motivate, and manage the income team through regular catch-ups, performance reviews, and ongoing guidance to deliver high collection performance. Set individual and team performance targets, carry out appraisals, and support continuous professional development. Identify training and coaching needs to support staff development and improve service delivery. Review case management and call quality, identifying risks and areas for improvement to ensure high standards of customer service and first contact resolution. Work closely with internal teams including Housing Management, Finance, Repairs, and Customer Services to resolve tenancy and repairs issues affecting rental income. Build effective relationships with external partners such as local authorities, support services, and welfare agencies to reduce arrears and prevent homelessness. Represent the organisation at external meetings and forums relating to income collection, welfare, and housing issues. Review rent and income-related policies and procedures, ensuring compliance with regulatory standards, legislation, and best practice within social housing. Review and authorise requests for tenancy changes, rent adjustments, and other income-related administrative actions. Conduct complaint investigations and prepare responses in line with organisational standards and timescales. Ensure services are delivered in a customer-focused, fair, and consistent manner. Carry out any other duties as required to support the delivery of excellent services to residents and the wider organisation. Connect with how you’ll do it We’re looking for someone with experience of: Experience of managing staff; leading and motivating teams to deliver excellent customer service outcomes and performance targets in a comparable environment such as sales, rent, or income collection. Strong use of data performance metrics, and KPIs to analyse performance, identify trends, and drive service improvements. Experience of using CRM systems (or equivalent), digital platforms. Knowledge of Social housing possession proceedings/legislation. It’d blow us away if you had: A relevant housing qualification (e.g. CIH Level 4 or above) or equivalent demonstrable experience. The key behaviours we expect in the role include: Role modelling our values: We know our stuff / We make it happen / We care Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective. Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues. Demonstrating great people skills to build confident, collaborative relationships. Effectively planning and prioritising by focusing on the things that will make the biggest difference and building trust by doing what you say you will. Taking personal accountability for ensuring RHP Group remains a great place to work. Being self-motivated and able to work without close supervision by working in an organised, methodical way with excellent attention to detail. Providing your team with regular high-quality feedback and using coaching to bring the best out of people. Being confident and assertive in dealing with challenging behaviour and situations. Showing great judgement when faced with ambiguous, complex or conflicting information by making wise decisions and solving problems without overcomplicating things.