Income Team Leader - Southwark council

Change Resourcing
South East London
up to £21 p/h
21 Apr 2017
21 May 2017
Public Sector
Contract Type
Full Time
Income Team Leader

Note for Southwark managers / HR - this is pitched at Southwark grade 10

Job Summary

The Income Team Leader will be responsible for maximising rental income and minimising rent arrears across the housing portfolio through management of one of the Income Collection teams.

Allocated tasks may include the following

1.Support the Income and Debt Services Manager in the development and implementation of a comprehensive arrears management and income maximisation service including identifying good practice and service innovations.

2.Direct and instigate legal action as appropriate (DIY or through Legal Services), supervising and training staff to attend and represent the Council in Court with due regard for legal protocols in relation to debt issues.

3.Implement a performance management framework to ensure achievement of targets set for the services by the Council and ensure service provision is properly monitored and evaluated.

4.Ensure that income staff provide debt advice and assistance to council tenants a clear and appropriate manner and in accordance with the existing income collection procedures.

5.Liaise and communicate with Members and other stakeholders to ensure swift responses to complaints and queries; use learning from these communications to identify service trends and make recommendations for service improvements

6.Work in accordance with income collection management procedures and contribute to their ongoing review.

7.Play an active role in the central operations team, deputising for other managers as necessary and promoting an integrated and customer focused service.

8.Ensure that service delivery is in line with equal opportunities policies, procedures and best practice.

Candidate Profile

1. Understanding of current issues affecting local authority and social housing.

2.Knowledge of good practice and processes in performance management.

2. Working knowledge of legal processes in relation to rent and service charges including DIY litigation

3. Knowledge of DWP benefit levels and provisions

4. Understanding of equal opportunities and anti-discriminatory practice both in staff management and service delivery

5. Experience of:-

- Managing or supervising staff in an office environment, also remotely
- Implementation of service improvements
- Target setting and performance management
- Using statistical information to monitor and manage performance
- Working in a high performing rent and income collection service
- Managing change

6. Able to:-

·Communicate effectively both verbally and in writing with a range of stakeholders in a politically sensitive environment

·Analyse and evaluate management information, producing detailed reports & presentations on findings

·Prioritise own and others' work effectively, to meet deadlines and to deal with conflicting priorities

·Represent the income team and housing services both internally and externally

·Improve customer experience across the Borough