What the Job Will Be Doing
* Leading the income management and arrears recovery service across general needs, supported and temporary accommodation stock
* Maximising rental income collection and reducing current and former tenant arrears
* Developing and implementing effective arrears prevention and recovery strategies
* Managing complex arrears cases and overseeing legal action where appropriate
* Supporting tenancy sustainment through proactive resident engagement and financial inclusion support
* Working collaboratively with residents to agree realistic repayment arrangements
* Managing, motivating and developing Income Officers and wider income teams to achieve high performance standards
* Monitoring KPIs, service standards and performance targets to drive service improvement
* Producing performance reports and analysing data to identify trends and areas for improvement
* Ensuring compliance with housing legislation, regulatory requirements and pre-action protocols
* Supporting complaint resolution and improving customer satisfaction across the income service
* Building strong relationships with internal teams, local authorities, DWP and external support agencies
* Representing the organisation at meetings, partnership forums and court hearings where required
What You Will Need
* Proven experience managing an income or rent recovery service within social housing or local government
* Strong knowledge of arrears recovery processes, tenancy sustainment and housing legislation
* Experience managing and developing staff within a target-driven environment
* Strong understanding of welfare benefits and Universal Credit
* Ability to balance income recovery with a resident-focused approach
* Experience producing performance reports and analysing service data
* Excellent communication, negotiation and stakeholder management skills
* Strong organisational and leadership abilities
* Experience using housing management systems and Microsoft Office packages
* CIH qualification or equivalent professional qualification desirable
Salary description
£35.00 - £38.00 per hour