JOB SUMMARY:

The Income Collection Manager is responsible for leading and managing the Income Collection Team with a primary focus on minimizing rent arrears through arrears prevention, collection and recovery with the aim of supporting our customers to sustain their tenancies and meeting set key performance indicators for arrears.
You will be responsible for achieving the organisations objectives and ensuring activities are carried out to the highest standards of integrity and professionalism and within set key performance indicators. This includes working to develop strong and effective cross functional working initiatives, both internally and externally, and taking the lead on developing and implementing specific operational service improvements and representing the organisation with partners and stakeholders. You will develop and be responsible for implementation of income related policies.
The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation.

KEY RESPONSIBILITIES (FUNCTIONAL):

1. To effectively manage and lead the Income Collection Team to provide a high performing,
   efficient and customer focused income collection service and support tenancy sustainment.
2. Responsible for achieving, maintaining, and reporting on all aspects of income collection (current, former customer arrears and recharges), including team performance, KPI’s/income targets, and debt recovery.
3. Ensure effective workload management through the completion of Income Officers designated weekly caseload.
4. Ensure that all activities undertaken are compliant with policy, procedures, and relevant legislation.
5. Implement a responsive and empathetic complaints handling system, ensuring swift resolution and fostering positive customer relationships in line with our complaints policy.
6. Develop and implement programs and strategies to sustain tenancies for residents in rent arrears, including referrals to support services and organisations, where appropriate.
7. Collaborate with other teams and agencies to provide holistic support to customers facing financial difficulties.
8. Collaborate with local agencies, social services, and charities to establish partnerships that can provide additional support to customers facing financial challenges.
9. Implementation and approval of the Hardship Policy, ensure that utilisation is in line with sustainment needs.
10. Continuously improve procedures based on feedback to enhance overall satisfaction and uphold the highest standards of customer service
11. Manage escalations with the Residential Tenancies Board (RTB) when necessary, ensuring that all relevant documentation and information are provided in a timely and accurate manner.
12. Act as the main point of contact for RTB-related matters and represent Tuath Housing in hearings or disputes when required.
13. Develop and maintain relationships with all agencies in our communities and internal as well as
    external partners to ensure effective service delivery and the achievement of key objectives.
14. Provide leadership and direction to create a team culture that supports customers to sustain tenancies by prevention, early intervention, and income maximisation.
15. Drive and motivate the teams to exceed KPIs and income targets through the published
    performance management framework and general day to day management.
16. Regularly review reports and data to ensure oversight of income collection and debt recovery
    performance, proactively report findings to the Head of Lettings and Income Protection and
    highlight any areas of concern.
17. Drive team and service improvements and develop process for preventing arrears and identifying early intervention methods.
18. Develop and maintain relationships with all agencies in our communities and internal as well as
    external partners to ensure effective service delivery and the achievement of key objectives.
19. Support the Head of Income and Commercial Services in proactively managing the risk of welfare
    and other reforms on the organisation and its customers.
20. Ensure a high level of customer service is provided to both internal and external customers
21. Ensure the Customer Voice is at the heart of service delivery, using complaints and satisfaction survey results to drive continuous improvement and ensuring all customers are treated fairly, with respect and in recognition of their individual requirements and any protected characteristics, and that all customer complaints and enquiries are dealt with promptly and to a high standard
22. To actively seek opportunities for service development, including regularly reviewing best practices, benchmarking, and forming operational links with other organizations and partners that benefit customers and enhance service delivery.
23. To support the provision of out of hours support on a rota basis with other managers and team leaders.