Income Manager

Collection is responsible for guidance and management of the rent and service charge collection processes. They are also responsible for ensuring customer focus and value for money is achieved through income collection. This role is responsible for directly managed staff and will develop and implement ideas to continually improve income collection and value for money. The quality and impact of services provided to residents will enable Waltham Forest Housing to successfully meet its deliverable outputs, objectives and performance targets.

Accountabilities include but not limited to;

1. To lead the strategic and operational management of income collection and deliver a high quality, seamless income collection service.
2. Take responsibility for all income collection processes, reactive arrears activities including all aspects of income account management, customer care and quality assurance.
3. To take responsibility of the income services - collection team management including staff motivation, performance, sickness, development and recruitment.
4. Maintain and constantly review procedures detailing the process of arrears recovery and giving individual guidance to the team on the levels of arrears at which specific actions happen and work as a team to prevent evictions where possible.
5. Proactively manage team budgets and monitor expenditure, payment re-conciliation- report to Head of Income Services with summary of expenditure and provision of forecasts.
6. Embrace performance management as a vital tool in the quest to have all staff achieving advanced levels of competency, delivering superior levels of service throughout and aspiring to maximise their potential.
7. Responsible for checking and authorising all cases passed for write off and legal action.
8. Ensure fit for purpose performance reporting and process auditing of income collection activities ensuring non-conformances are agreed and addressed and action plans are in place to drive performance improvement.
9. Keep abreast of welfare reforms, best practice, new developments in income management, welfare reform, monitor changes in Housing legislation and make appropriate changes to policies and processes in response to changes in legislation, statutory instruments, and best value developments.
10. Management of income streams are reviewed and processes are in place for timely and accurate collection, this includes, rent, garage and service charge accounts, water rates and rechargeable repair invoices.

11. To ensure a timely and professional response to service enquiries, correspondence, member enquiries and complaints including investigating, responding to, resolving and learning from them