Income Excellence Lead - Leicester, United Kingdom - The Riverside Group

The Riverside Group
The Riverside Group
Verified Company
Leicester, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Income Excellence Lead

Permanent job role

Full time 35 hours a week

Location:
Hybrid role with occasional travel to either leicester, Carlisle or Irvine office.
**Salary £39,935 - £44,138

Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to people as well as care for the elderly and support for those who face homelessness.


The difference you'll make


In this role, you'll be leading and championing service excellence in Income Management coordinating, implementing and improving our processes, to support customers to sustain their tenancies, pay their rent and reduce any debts to Riverside which are outstanding.


You will work closely with the Money Advice and Affordable Warmth Manager and the Income Management Manager to understand service performance data, identify areas for improvement and analyse customer data to identify and lead on changes to processes and procedures, support strategies an ongoing basis to drive continuous improvement.

You will work with these two business managers on their service offer, ensuring more of our services are maximising our income and customers are receiving the support they need.


So, who are you?


We are looking for someone with up-to-date knowledge of legislation, regulations and standards relating to social housing, income management, and welfare reforms.

You will need to be results driven with strong analytical skills and have experience of providing meaningful management information.


You will also need to be commercially aware with a focus on continuous improvement and know how to drive change.


You'll be a great people person with experience of successfully leading, managing and motivating teams at a team in a housing setting.


Enjoy the rewards


Working with us, you'll enjoy competitive pay, 28 days holidays plus bank holidays, a wide range of benefits, flexible working and the chance to learn valuable new skills.

We empower our people to do great work by investing in learning, personal development, and technology.


If you're the kind of person that wants to do a really great job and make a difference to our customers, we think you'll love it here.

Sound like a challenge you'd like to take on? Then get in touch and let's talk about how you can help us transform lives and revitalise neighbourhoods.


We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work.


Role Profile


Lead and champion service excellence in Income Management through coordination, facilitation and implementation of new and improved Income Management processes, to support activities and collection methods.

Working closely with the Head of Income Collection, Income Manager, The Money Advice & Affordable Warmth Manager, Team Leaders across the teams to understand service performance data, identify areas for improvement and analyse arrears data in order to identify and lead on changes to processes and procedures, collection strategies and rules on an ongoing basis to drive continuous improvement.


Role Requires you to:


Role requires you to:

  • Utilising data and insight make recommendations to the Head of Income Management to inform strategic plans and deliver against its targets.
  • Own continuous improvement of arrears collection rules and plans that drive prioritisation, automation and campaign categories to ensure mínimal waste and effective workloads for Income Teams at all times working in collaboration Housing Services and Tenancy Sustainment teams.
  • Support the Head of Income and the Income Management Manager to ensure that Riverside delivers excellent services to its tenants, Leaseholders and customers by providing top performing, innovative income management services with focus on customer engagement and support.
  • Deputise for the Income Management Manager and the Money Advice & Affordable Warmth Manager in their absence.
  • Work towards achieving an income management accreditation endorsed by an independent body.
  • Ensure that proposed improvements to services are agreed and endorsed by involved residents taking on board their feedback in line with Together with Tenants Charter.
  • Carry out regular review of processes and performance to identify improvements and analyse and implement the learning from complaints to improve the customer experience.
  • Support the Head of Income and Income Management Manger to undertake strategic planning in preparation of changes to external legislation and guidance such as the roll out of Universal Credit and other changes to welfare benefits.
  • Adopt a prioritised approach to identify opportunities to deliver improvements to collection performance which drive efficiency and quality.
  • Act as a champion for Income ICT systems, developing and improving their use and championing this within the business.
  • Work in partnership with the Income Man
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