Rent Income Manager

We are looking for a Rent Income Manager (Customer Accounts Manager) to join our Operations team on a permanent basis. This role is a home-based role, there is no daily requirement to attend an office with the flexibility to attend as and when required for Anchor days and other meetings across our general offices.

The purpose of the role is to provide strong leadership and line management to maximise performance within the Customer Accounts team, and work strategically to ensure effective income collection across all Onward teams within the region.

Responsibilities will include:

Line Management & Leadership

Provide line management and leadership to a team; manage resources to ensure that objectives are achieved and to ensure caseloads are controlled and service is delivered as appropriate to the differing needs of our neighbourhoods. Deliver high levels of colleague engagement through regular contact, performance management and creating a sense of team across the Customer Accounts service. Support the team with technical advice when required, be a point of escalation for complex cases.

Income Management

Monitor performance across a range of Income Management indicators, taking action where appropriate. Provide assigned targets for plans, initiatives and priorities to enhance the customer accounts service. Collaborate effectively with the contact centre, neighbourhoods and other internal departments to provide a holistic package of housing services to clients. Be the lead role on strategic income-related projects and transformation campaigns.

Partnership Working

Liaise with internal and external partners to bring about system, policy and procedural enhancements for the benefit of customers and the organisation.

Legal Action

Ensure compliance with county court rules, procedures and relevant legislation. Review requests for court and warrant applications. Conduct post court and decision-making discussions. Provide training and technical support to the team when required.

Training

Work collaboratively across the organisation to determine benefit-related and Income Management training needs and to then develop a range of learning tools and activities. Review training materials produced by third parties. Schedule and deliver training across the organisation, through a variety of channels and continuously evaluate training outcomes in order to improve training, cost-effectiveness and value for money.

• Experience of leading and developing people to deliver high performance


• Knowledge and awareness of related housing regulations/ law


• Experience of dealing with income management


• Knowledge of welfare benefits


• Experience of developing partnership working with support agencies, local authorities and community groups


• Good understanding of the social, economic and political context in the neighbourhoods in which we operate


• Excellent communication skills with ability to communicate and collaborate across all levels


• An understanding of the County Court rules and procedures, and relevant government legislation, for dealing with debt issues and experience of presenting cases in Court


• IT skills - Microsoft office to Intermediate level


Desirable:

• Recognised Housing and/or leadership qualification
  
  Pulled from the full job description


• Company pension


• Cycle to work scheme


• Employee discount, We offer a competitive salary of £44,850


• 32 days annual leave plus bank holidays


• Opportunity to further increase annual leave with service or through the holiday purchase scheme.


• Immediate entry to our Pension scheme (matched contributions up to 10%).


• A great flexible working environment, with a range of family friendly policies.


• Simply Health cash plan with financial benefits and the option to extend to your family.

Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.

• Paid leave for absence including sickness, maternity, paternity, and adoption leave.


• Access of up to £150 annually through the 'Learning for life' scheme.


• Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.


• Develop your career with support and access to training and qualifications.