Job Description
Job Title: Income Management Team Leader
Contract Type: Permanent
Salary: £37,371.80 per annum (£41,132.66 after 12 months successful performance)
Working Hours: 35 hours per week
Working Pattern: Monday‑Friday 8am‑6pm
Location: Carlisle, Cumbria
We are looking for someone who shares our values and is excited about making a significant impact at Riverside. Please attach a current CV and covering letter. We recruit to potential, not just skills and experience.
The Difference You Will Make
You will lead and manage a team of Income Collection Officers / Early Intervention Officers ensuring the provision of quality, effective customer service within agreed operating hours, supporting Group wide goals including effective debt recovery across a range of debt streams.
About You
* Experience of managing teams within a housing environment and a debt collection call centre.
* Experience of successfully managing and motivating teams, including performance management.
* Proven track record of effective stakeholder management, both internally and externally.
* Up to date knowledge of legislation, regulations and standards relating to social housing and income collection, welfare reform and Universal Credit.
Why Riverside?
Riverside is a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve revitalised neighbourhoods and supported communities by providing the homes they need to live full, fulfilling, and rewarding lives. We manage a portfolio of over 75,000 affordable residential and retirement homes across the UK, including homelessness services, social care, employment support, and retirement living.
Working With Us, You’ll Enjoy
* Competitive pay & generous pension
* 25 days holidays plus bank holidays
* Flexible working options
* Investment in learning, personal development and technology
* A wide range of benefits
Role Responsibilities
* Lead, develop and motivate the Income Collection Team to deliver a high quality service, providing clear direction, regularly reviewing outputs, setting improvement targets and appraising individual performance.
* Lead recruitment within income teams, working with HR and Customer Services CX induction and onboarding teams and processes to recruit, induct, train staff, ensuring learning objectives are achieved and carrying out probationary reviews according to HR policy and procedures.
* Ensure prompt and effective outcomes in accordance with policy and procedure to apply the right intervention at the right time, collaborating with Housing Services and Tenancy Sustainment Services.
* Proactively manage team performance, ensuring quality services during agreed operating hours, deploying resources effectively, communicating standards, targets, KPIs and SLAs, and dealing with underperformance appropriately.
* Work with the CX team to resolve informal, stage 1 complaints and dissatisfaction at first contact and ensure compliments, customer satisfaction results and expressions of thanks are collected and recorded.
* Act as subject matter expert for Income Collection, providing advice and support to the team to ensure effective collection of income on behalf of Customer Services.
* Carry out performance data analysis, identifying improvements and escalating findings to the Income Collection Manager and Income Excellence Lead, agreeing action plans to address underperformance.
* Ensure the team follows agreed business processes, supporting customer services and resolving complex income collection issues and case resolution when required.
* Contribute to regular reviews of the Income Collection service, incorporating feedback from internal and external stakeholders to continually improve provision.
* Manage key relationships with internal and external stakeholders to resolve recurring and emerging issues.
* Ensure the team provides accurate and timely advice, guidance and support to colleagues and other stakeholders, dealing with complex issues and escalated queries for effective resolution.
* As directed by the Income Collection Manager and Income Excellence Lead, ensure relevant and up‑to‑date Income Collection policy and information are available via the external website, social media and the intranet.
* Work collaboratively with the management team to ensure effective delivery of the wider service.
* Ensure all data protection requirements are met in accordance with Group policy, procedures and statutory requirements.
* Ensure health and safety requirements are met in accordance with Group policy, procedures and statutory requirements.
Person Specification
Essential
* Experience of managing teams within a housing environment and a debt collection call centre.
* Experience of successfully managing and motivating teams, including performance management.
* Proven track record of effective stakeholder management, both internally and externally.
* Up‑to‑date knowledge of legislation, regulations and standards relating to social housing and income collection, welfare reform and Universal Credit.
* Results driven with strong analytical skills and experience providing meaningful management information.
* Customer‑focused with excellent written and verbal communication skills and alignment with Riverside values.
* Excellent attention to detail and ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
Desirable
* Experience of using housing management / income collection ICT systems.
#J-18808-Ljbffr