• Job description

    At Wandle we pride ourselves in delivering safe and affordable homes along with low cost, dependable, localised services to our customers. The Income Team are responsible for the delivery of excellent services which maximise the organisation’s income by ensuring early intervention, prevention and recovery action of debts owed by current and former tenants, whilst putting the customer at the heart of everything we do.

    The Income Team Leader will be responsible for the supervision of the day-to-day work of the Income Team, ensuring the provision of an efficient, quality and customer focused collection service.

    To deliver a high-quality rent collection and arrears recovery service in full accordance with Wandle’s policies and procedure. To maximise the organisations income, striking a balance between prevention, early intervention and recovery action of debts owed.

    A day in the life:

    You will:
    • Reflect the Wandle values and behaviours in everything you do to achieve the best outcomes for our customers
    • To monitor team workloads and performance against corporate target and service standards. Monitor the caseloads of Income Officers to ensure compliance with procedures, reviewing and addressing any areas of underperformance.
    • To contribute to staff development through ongoing coaching, support, and training.
    • To identify ways to improve and develop working practices and procedures to increase efficiency and performance.
    • To monitor individual performance and development through performance planning, objective setting, monthly 121 reviews and annual appraisals.
    • Ensures effective use of people and financial resources to ensue services represent good value for money.
    • To deputise for the Income Manager in their absence

    Service Delivery

    • To manage a patch of approximately 400 properties, managing rent accounts including current and former tenant arrears and other housing related debt.
      • Ensure services are delivered in line with the organisational policy and procedures on rent arrears, regulatory standards, and the organisations values.
      • Produce accurate monthly and quarterly statistical returns.
      • Analyse data to understand trends, gaps and major issues in rent and service charge arrears ensuring appropriate action is taken by the team.
      • Minimise cases escalating to court or eviction stage through proactive and effective negotiation of affordable and sustainable payment plans.
      • Ensure effective assessment and referral of residents who face financial challenges through the Community Investment Team to provide effective welfare benefit and debt advice as well as support with employment, training, and skills.
      • Take responsibility for ensuring customer focus throughout the team and supporting the team with complex cases
      • Ensure resident accounts including recharges and former tenant arrears are proactively managed, ensuring that residents know what to pay, when to pay and how to pay.
      • To support the Income Manager in delivering the strategic aims of the income service Organisation and Stakeholder Management
      • Support organisational change and keep customers, staff and stakeholders engaged, motivated and confident in the future success of the organisation.

    What you’ll need to have:

    • Degree or equivalent qualification
      • Knowledge of housing Law, the regulatory framework and good practice with regards to debt recovery
      • Experience of presenting cases to court and knowledge of the court system and legal remedies relating to debt recovery
      • Knowledge of Leasehold and Shared-ownership service charge recovery.
      • Extensive knowledge of welfare benefit and welfare benefit reform
      • Extensive experience of delivering a highly efficient and effective income management service, with a proven track record of delivering against targets
      • Evidence of taking a holistic approach to income management by use of charity applications, food banks and direct payment applications to support residents in poverty involving customers in service
      • A clearly evidenced track record of managing change and delivering service improvement
      • Excellent communication skills (both written and verbal) with a proven ability to influence and manage stakeholder relationships.
      • Experience of leading, managing, motivating a multi-disciplinary team, and identifying and harnessing talent at all levels
      • Commitment to providing a high-quality service to colleagues and external clients
      • Understanding and commitment to Equal Opportunities and Diversity
      • Commitment to Social Housing and living the Wandle values
      • Commitment to Confidentiality and Data Protection

    What next?
    If you want to be part of a winning team that takes pride in delivering excellent customer service to our customers and believe you have the skills and experience to be successful in this role we would love to hear from you.

    Please apply with your CV and supporting statement on no more than two sides of A4 ensuring you address the ‘What you’ll need to have’ section set out in role profile by 12pm on 8th July 2022 to [email protected]

    Interviews will be held on: 13th July 2022.
    Please also note that ahead of the final stage interviews you will be asked to undertake a number of online tests/assessments.

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