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Income Team Leader

MMP Consultancy Limited
Bournemouth, UK
Closing date
14 Jan 2021

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Job Details

MMP Consultancy are currently working alongside a fantastic organisation to recruit an Income Team Leader based in Bournemouth on a permanent basis.

Job Purpose:
The chosen candidate will lead a skilled and professional team of income officers, ensuring the delivery of outstanding service to customers in relation to their rent and service charges, focusing on the recovery of all rents, debits and other changes in accordance with the law, best practice and the client's policies and procedures. There will be a specific responsibility to ensure that the income recovery team is efficiently working, reaching targets and that staff are motivated, well trained and supported in their work.

Key Responsibilities:
* Effectively manage and lead the income team in line with key national and local strategies and internal key performance targets, whilst ensuring that services are delivered within budget
* Manage the Former Tenant Arrears process and line managing the Former Tenant Arrears Officer to ensure a proactive and thorough commitment to recovering money owed to organisation
* Develop a training programme to ensure that the team all have the knowledge required to undertake every aspect of their role
* Ensure the companies policies and procedures are followed and the team are taking appropriate early action to ensure loss of income is kept to a minimum and that rent arrears performance meets agreed targets
* Ensure former tenant arrears are recovered and engage in training with Income Recovery staff for the prevention of former tenant arrears
* Establish annual objectives linked to the business plan in order to monitor performance
* Work closely with the Financial Inclusion Officer to ensure residents are given specific benefit advice whenever necessary to ensure they can maximise their income and thereby prevent rent arrears
* Monitor and report on the impact of Universal Credit on residents and the number of managed payments and third-party payments for arrears in place

Key Knowledge & Experience:
* Experience of leading and developing a team
* Excellent working knowledge of the legal system in relation to rent recovery
* Extensive experience of working in rent recovery for a social housing provider
* Good working knowledge of rent arrears process including Pre-Action Protocol for Social Landlord, notices and court hearings
* Excellent understanding of Universal Credit, housing benefit and welfare reform
* Ability to handle situations of conflict or potential conflict with customers who ma be distressed or potentially aggressive and to do so in line with the organisations policies and procedures
* Experience of working to tight deadlines with minimum supervision
* Holds and appropriate qualification in a relevant field
* Proven ability to work with several IT software applications and proficiency in Microsoft and database use
* Car owner and full driving licence
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