Team Leader - London, United Kingdom - Peabody
Description
Peabodyhas an exciting opportunity for a
Team Leader - Collections on a
Full time, Fixed-Term (6 month) contractbased in
South East London. In return, you will receive a competitive salary of
£40,000 - £44,000 per annum.
What we're looking for in our Team Leader - Collections:
- Experience in leading teams, with a proven track record of motivating team members to deliver improved results
- Ensure high standards of performance and positive outcomes through effective training, support and monitoring, investigation of complaints, including improving services from lessons learnt
- A strong understanding of the value of data analytics and the part it plays in our strategy setting
What you can expect to be doing as our Team Leader - Collections:
- Effectively manage our customers' accounts, proactively maximising Peabody's rent collection whilst supporting customers to be able to pay their rent and other charges
- Provide an efficient, effective and legally compliant service with a focus on supporting tenancy sustainment to help our customers manage the impact of welfare reform and external financial changes
- Responsible for your own caseload of customer accounts and manage all aspects of rent accounts at every stage of tenancy across a variety of general needs and supported housing tenures
- Monitor and manage rent accounts weekly, taking prompt and appropriate action to recover unpaid rent and other charges
- Undertake outbound and proactive calls to customers to meet clearly defined targets, support income collection and case management, identifying ways to support customers to sustain their tenancies
- Develop and maintain an excellent knowledge of Peabody's rent collection escalation, policies, and procedures, and act as an expert on this within the business
- Provide assistance to customers accessing Universal Credit and other housing related benefits, working collaboratively with the DWP and Financial Inclusion team, where applicable
- Communicate and negotiate with internal and external customers effectively via written communication, in/out bound phone contact and use of digital platforms
- Signpost and refer customers to Peabody's Financial Inclusion team, Tenant and Family Sustainment team and Employment teams, where necessary, to provide customers with more holistic support and assistance due to a variety of needs and circumstances
- Communicate with customers, discussing and signposting on debt prevention, benefits entitlement and welfare reforms
- Provide clear advice to customers in line with the court pre action protocol, attending court and evictions wherever this is required
- Be technically aware and keep up to date with training in the Collections Team, expand your knowledge of legislation, regulatory standards, good practice to inform sound decision making
- Responsible for your own caseload of customer accounts and manage all aspects of rent accounts at every stage of tenancy across a variety of general needs and supported housing tenures
- Monitor and manage rent accounts weekly, taking prompt and appropriate action to recover unpaid rent and other charges
Team Leader - Collections, please click
'apply'now
- At Peabody, where possible, we provide flexible working opportunities from day one to our employees, as we recognise the importance of a good worklife balance; and to improve our productivity and performance, we embrace agile working, which means ifyou are in a desk based role, that will be a hybrid of office and home working. If your role is in a client facing environment, appropriate base location will apply._
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