ROLE OVERVIEW:

To lead, inspire, and manage a high-performing team of housing operations staff responsible for income collection. This role ensures the delivery of efficient, customer-focused services that meet performance targets, comply with policy and legislation, and drive continuous improvement and customer satisfaction.

YOUR KEY RESPONSIBILITIES WILL INCLUDE:

• Team Leadership & Development Recruit, coach, and manage a team of income staff, fostering a culture of accountability, collaboration, and excellence. Ensure individual and team targets are met while delivering outstanding customer service.
• Service Delivery & Compliance Oversee the effective implementation of the Group’s income management services. Ensure policies and procedures are current, consistently applied, and aligned with best practice. Collaborate with other Area Managers and departmental leads to identify and implement service enhancements.
• Complex Case Support Provide expert guidance and support on complex customer and legal cases. Ensure all actions comply with contractual obligations and relevant legislation, mitigating risk and safeguarding the organisation.
• Stakeholder Engagement Build and maintain strong working relationships with internal teams and external partners to create a collaborative, responsive, and high performing service environment.
• Service Improvement & Innovation Identify opportunities for service improvement that enhance customer experience and deliver value for money. Actively contribute to service improvement initiatives and working groups.
• Performance Monitoring & Reporting Produce and interpret performance data, reports, and analytics to assess team effectiveness. Communicate insights and take prompt action to address underperformance at both individual and team levels.
• Customer Resolution Respond to and resolve customer enquiries and complaints within agreed timeframes, ensuring a positive and professional customer experience.

MEETING THE ROLE REQUIREMENTS

We recognise that some females will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our Resourcing Team to discuss your application further at resourcing@a2dominion.co.uk

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. We offer a wide range of staff benefits. For this role, these include:

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Flexible workin