Our client, a forward-thinking organisation in the housing sector, is seeking an experienced Income Management Team Leader to join their dynamic Customer Services division on a temporary basis for 3 months, in Irvine.
This is an exciting opportunity to lead and develop a team of Income Collection Officers and Early Intervention Officers, ensuring the delivery of high-quality customer service and effective debt recovery strategies.
Key Responsibilities:
Lead, motivate, and develop the Income Collection Team to achieve outstanding performance.
Collaborate with HR and Customer Services to recruit, induct, and train staff effectively.
Ensure timely and effective interventions in line with policies, working closely with Housing Services.
Proactively manage team performance, ensuring adherence to targets and service level agreements.
Resolve complaints and dissatisfaction at the first point of contact, promoting a customer-centric approach.
Serve as a subject matter expert for Income Collection, providing guidance to the team.
Analyse performance data to identify improvements and escalate findings as necessary.
Maintain strong relationships with internal and external stakeholders to address issues collaboratively.
Person Specification:
Essential Skills:
Proven experience in managing teams within a housing environment or debt collection call centre.
Strong ability to motivate teams and manage performance effectively.
In-depth knowledge of social housing legislation, income collection, and welfare reform.
Results-driven with excellent analytical skills to provide meaningful insights.
Exceptional customer-focused communication skills, both written and verbal.
Attention to detail, with the ability to thrive under pressure and meet deadlines.
Desirable Skills:
Familiarity with housing management and income collection ICT systems.
If you are passionate about leading a team to deliver exceptional service and drive performance, this role offers a fantastic opportunity to make a significant impact in the housing sector. Interested candidates are encouraged to apply for this temporary position and contribute to shaping the future of income management.
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Salary description
£20.53 - £20.53 per hour