Income Collection Team Leader - Irvine, United Kingdom - The Riverside Group

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

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Job Title:
Income Collection Team Leader


Contract Type:
Permanent


Salary:
£33, £37,299.52 is achieved after 12 months successful performance in the role)


Working Hours:35 hrs per week


Working Pattern:12:30 - 8pm 3 days per week with once a week from home and 2 days - 3:30


Location:
Irvine, North Ayrshire


Why Riverside?
At Riverside, we're a housing association with a difference - enhancing the everyday for all our customers.

For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK.

Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.


Working with us, you'll enjoy:

  • Competitive pay & generous pension
  • 28 days holidays plus bank holidays (Full Time Equivalent)
  • Flexible working options available
  • Investment in your learning, personal development and technology
  • A wide range of benefits

The difference you will make as a Income Management Team Leader
You will lead and manage a team of Income Management Officers / Early Intervention Officers ensuring the provision of quality, effective customer service within agreed operating hours,

You will also support Group wide goals including effective debt recovery across a range of debt streams.


About you

We are looking for someone with:

  • Experience of managing teams within a housing environment and within a debt collection call centre.
  • Experience of successfully managing and motivating teams including managing team performance.
  • Proven track record of effective stakeholder management, both internally and external to the organisation.
  • 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 of providing meaningful management information.
**Role requires you to: - Lead, develop and motivate the Income Management Team to deliver a high quality service by providing clear direction, regularly reviewing work outputs, setting improvement targets and appraising individual performance.

  • Lead on recruitment within income teams, working Human Resources (HR) and Customer Services CX induction and onboarding teams and processes to successful recruit, induct and train staff testing that learning objectives are achieved; carry out probationary reviews in line with HR policy and procedures.
  • Proactively manage the performance of the Income Management Team by ensuring quality services are provided during agreed operating hours, team resources are deployed effectively and standards, targets, key performance indicators and service level agreements are communicated, understood and adhered to by team members, dealing with underperformance appropriately.
  • Work with the CX team to resolve informal, stage 1 complaints and dissatisfaction at the first point of contact. Ensure the compliments, customer satisfaction results and expressions of thanks are collected and recorded.
  • Carry out analysis of performance data identifying improvements to individual performance and business processes, escalating findings to the Income Collection Manager and Income Excellence Lead on performance against targets and key performance indicators as appropriate, and agreeing actions plans to address underperformance.
  • Ensure the team are following agreed business processes to effectively support Customer Services, dealing with complex income collection issues and case resolution when required.
  • Actively contribute to regular reviews of the Income Collection service, ensuring feedback from internal and external stakeholders, to continually improve the service provision.
  • Manage key relationships with internal and external stakeholders to resolve recurring and emerging issues.
  • Ensure the team provide accurate and timely advice, guidance and support to colleagues and other stakeholders as required, dealing with complex issues and escalated queries to ensure effective resolution.
  • As directed by the Income Management Manager and Income Excellence Lead, ensure relevant and up to date Income Collection Policy and information is available and accessible to the team and all stakeholders via the external website, social media and the intranet site.
  • Work collaboratively with the management team to ensure effective delivery of the wider service.
  • Ensure that all data protection requirements are met in accordance with the Group's policy, procedures and statutory requirements. Ensure that health and safety requirements are met in accordance with the Group's policy, procedures and statutory requirements.

Person specification
**Knowledge, Skills and Experience
**Essential

  • Experience of managin
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