Rocasa Consulting Ltd are recrutiing an Experienced Income Manager to work remotely with travel to Northampton once every 2 weeks. Working Mon - Fri 9am - 5.30pm for 3 months paying up to £300 per day via umbrella. This role sits within the Resident Services Team, reporting to the Head of Resident Services and managing a team of Income Officers in one of two regions nationally. You will foster a collaborative team environment focused on achieving revenue targets and enhancing service delivery. You will be working alongside key managers from the Financial Wellbeing, Community Safety, Homes and Communities, Finance, Complaints and Customer Care teams within the Asset and Operations directorate to help support our customers. Key accountabilities * Lead a regional Team to deliver a comprehensive and high performing income collection and financial wellbeing service tailored to the needs of our customers. * Prepare and present monthly reports on rental income and arrears. Monitor and analyse contact and financial data to identify trends and recommend actions to improve income performance. * Participate in continuous professional development opportunities to develop, maintain, and enhance a comprehensive understanding of relevant housing legislation, regulations, and best practices to ensure compliance and deliver high-quality services related to income and customer service, keeping up to date with the latest developments to make sure the client is leading the way with its service. * Ensure compliance with relevant housing regulations, financial standards, and company policies. Regularly review and update policies to reflect regulatory changes and best practices. * Support company in documenting and achieving 100% compliance against legal requirements, including statutory requirements such as Tenant Satisfaction Measures (TSMs), and investigating any concerns around customer welfare and safety. * Identify, develop and implement innovative process improvements to enhance operational efficiency and customer satisfaction, championing digital services where appropriate ensuring a wide range of paying options for our diverse customers. * Set high standards for operational performance, behavioural expectations, and producing positive outcomes through effective monitoring, case management whilst maintaining and promoting high staff morale and personal development * Develop and maintain effective internal and external stakeholder relationships to ensure our customers are the heart of what we do and the service we provide is coordinated and comprehensive, making best use of local knowledge where possible * Meet defined operational measures and performance metrics (SLAs/KPIs), and report information to Head of Housing Operations, Leadership Team, and Board where required * Develop departmental plans and lead a team of remote workers in accordance with Health and Safety requirements, HR guidance, and Performance Management Frameworks. * Ensure the successful delivery and handover of new schemes to income ensuring the customer starts right to stay right, setting a customer behaviour and culture for engagement and rent account compliance. * Ensure the team can provide guidance and support to customers on various housing-related matters, such as general tenancy management, repairs and maintenance requests, community safety and community engagement opportunities * Identify and support our vulnerable customers in everyday living and to make sure they receive the assistance they need to access our services, including working alongside support agencies and referring concerns of safeguarding, to encourage tenancy sustainment * Work collaboratively with the Lettings Team to ensure due consideration is given to the decision making around affordability and suitability of new customers and sensitive lets. * Work with the Community Safety Team to provide advice and assurance, supporting Sage to meet regulatory and statutory standards in Safeguarding Children and Adults at Risk, applying best practice and ensuring the team receive up to date training to identify, signpost and support vulnerable customers. * Be the internal point of escalation for any complex, complaints or high-risk cases, providing guidance and/or progressing these to resolution, and where necessary attend court for these cases on behalf of Sage. * Working with our Community Creation Team to engage with customers and ensure their voices are heard and promote and participate in customer involvement activities including regular customer meetings and community events promoting support available and maximising income. * Work with the Finance team to jointly oversee the rent collection process, ensuring timely and accurate processing of payments. * Work with the Communications Team to develop appropriate communication materials for customers through various communication channels. Conduct regular tenant communications regarding rent responsibilities and payment methods. * Provide support via the financial wellbeing to tenants experiencing financial difficulties, including referrals to support services to prevent and intervene early in order to avoid tenancy failure. * Lead the team to own relevant recommendations and actions arising from reviews, audits, and independent reviews; advise on and support the completion of these actions. * Support the complaints process by investigating complaints, writing formal responses where necessary, and improving services from reflecting on lessons learnt and customer feedback. * Ensure due care is taken when handling sensitive customer information and comply with all relevant data protection regulations. * Embrace and promote s commitment to diversity, inclusion, and equal opportunities in all interactions with customers and stakeholders. * Perform any other duties as assigned that align with the role's responsibilities and companies objectives. * Approve and oversee cases referred for legal action ensuring compliance with the pre-action protocol and grounds for possession, ensuring swift * Optimize the income collection systems for effective rent collection and reporting