This role manages arrears cases to ensure effective, compliant case management while supporting customers across Red Kite and Twenty11 homes to resolve debt and sustain tenancies. It provides day‑to‑day team leadership in support of the Income Services Manager, including acting as the first point of contact, deputising when required, coaching staff, monitoring performance through data, and reviewing cases and audits to maintain consistent, high‑quality service.
Key Responsibilities
Managing arrears cases to ensure effective, compliant case management while supporting customers to resolve debt and sustain tenancies. Provides day‑to‑day leadership for the Income Services Manager, acting as the first point of contact, deputising when required, coaching staff, monitoring performance through data, and reviewing cases and audits to maintain a high‑quality service.
Qualifications & Skills
Strong knowledge of rent arrears management and income recovery, with excellent communication skills and the ability to prioritise workloads in a fast‑paced environment. A confident decision‑maker with strong organisational and problem‑solving skills, commercial awareness, a customer‑focused approach, and the ability to use data and systems effectively.
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