Income Maximisation Manager

Job Purpose:
The purpose of this post is to provide operational direction and strong leadership to the housing management and financial support teams in the management of rent arrears, income maximisation and other tenancy associated debts. You will ensure the Association delivers value for money through effective management of tenancy debt. Operating within a strong performance culture, you will drive forward debt management service improvements through a culture of coaching, support, and collaborative management with other Operational Managers. You will lead and develop high quality debt management procedures, strategies, and approaches in collaboration with the wider Housing Management Team to deliver great performance and shape services that put customers at the heart of service delivery.

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 dependent upon the requirements of the organisation.

Key responsibilities:

Leadership

• The role will provide direct line management, leadership and support to the Financial Support Officers, ensuring high standards of performance, customer service and professional practice.
• Lead the operational delivery of effective debt recovery within the Housing Management Team and ensure a coordinated approach between income maximisation, financial support and tenancy sustainment activities.
• Manage the performance, attendance, wellbeing and development of Financial Support Officers through regular supervision, one-to-ones and coaching.
• Set objectives and monitor performance targets for Financial Support Officers, taking appropriate action to address underperformance and recognise good performance.
• Build capacity between the housing management and financial support teams to ensure that debt management and income maximisation processes strengthen performance across both teams. Audit and oversee rent accounts and identify any performance concerns to the Head of Housing and Communities.
• Provide one to one support and training to individual Housing Officers working with the Housing Managers to monitor performance of the Housing Officers in the management of arrears.
• Provide team wide training when required.
• Develop and review procedures and strategies to maximise income opportunities in relation to the management of tenancy debt.
• Deliver improvements in performance across the range of key performance indicators including the collection of current rent arrears, former tenant arrears and recharges.
• Be an effective role model for the team inspiring change, building excellence and the development of a performance and customer focused culture.
• Be the operational lead on tenancy debt management which will include identifying any changes in legislation, regulatory requirements, identifying good practice and ensuring that this is reflected in procedures and debt management processes.
• Bring in best practice from inside and outside of the housing sector and being actively outward looking.

Operational

• Lead and oversee the management of tenancy related debts.
• Ensure that financial support services are structured to meet the needs of the customer and delivered in an efficient and effective manner.
• Monitor and review Financial Support Officer caseloads and service outcomes to meet the organisations priorities and customer needs.
• Provide feedback to line managers on individual performance of Housing Officers in the management of tenancy debt and agree an improvement plan where there are issues or concerns relating to performance.
• Participate in the operational manager rota to provide cover in the housing team
• Lead and deliver the induction for newly appointed Housing Officers, Financial Support Officers and Customer Advisors in the management of tenancy debt in line with their respective roles and responsibilities.
• Provide cover in the team in the management of tenancy debt where there are long term absences.
• Effectively resolve relevant customer complaints in line with the Association’s policy and procedure ensuring that any learning outcomes are captured and utilised to improve services to customers within agreed timeframes.
• Adopt a flexible approach include out of hours working to meet the needs of the business and ensure departmental cover.
• Audit an agreed number of arrears cases in line with agreed processes and provide a monthly report to line managers for monitoring and discussion at appraisals and one to ones.
• Produce the monthly operational reports relating to debt management and discuss with the wider team monthly identifying trends and themes including case studies setting out approaches and any learning opportunities.
• Prepare the quarterly Assurance performance figures relating to debt management in conjunction with the Head of Housing& Communities for consideration by the Board.
• Respond to MSP & Elected Member enquiries relevant to your business area.
• To be outward looking and to build links with new organisations to promote the work of the Association and to pursue opportunities to collaborate and share services.
• In conjunction with other services within the organisation take responsibility to ensure that modules within the housing management systems and other systems are utilised to its optimum efficiency. Where appropriate implement and train others in relation to upgrades within their respective modules.
• Promote positivity within the team.
• Be fully conversant with the Association’s computer systems.
• Produce data relating to arrears management and rent collection annually in line with the Annual Return on the Scottish Social Housing Charter and the accompanying technical guidance.

Effective Team Working

• Work positively across the Association to break down barriers and deliver solutions through collaborative working in own team and with other teams.
• Create a coaching culture that supports operational team members to realise their potential.
• To work closely with the Wider Action and Customer Engagement team and external partners to deliver key community and tenancy sustainment initiatives.
• Provide training and support to the Customer Contact team in managing low value or early-stage debts.

Tenancy Management and Sustainment

• Feeding into pre tenancy strategies to support long term tenancy sustainment.
• Lead and manage the Financial Support team to ensure that incomes are maximised in the recovery and tenancy debt management.

Corporate Responsibility

• Act as a role model within the Association, living our and values on a day-to-day basis.
• Ensure compliance with all regulatory, statutory and legal requirements and other directives
• Comply with MH’s policies including our code of conduct, health and safety, anti-fraud and bribery and equalities policies
• Ensure effective communication in plain language, both internally and externally; to ensure people are informed, engaged and find it easy to access our services and contact us and understand our information and the decisions we make
• Maximise the use of ICT to improve efficiency, increase productivity and develop new and existing services and actively promote the interests and activities of the Association through digital and social media.
• Produce accurate and timely performance information and data, including information required for regulatory and statutory returns and agreeing and implementing actions arising from internal and external audits
• Any other duties specified by the Head of Housing & Communities or the Director of Operations that would be considered reasonable for the Income Maximisation Manager to undertake.

Full salary & employment details

35 hours per week, Monday to Friday, EVH Grade 8, PA28 to PA31, £51075 to £55,259

Job Type

Full Time

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