Income Services & Performance Manager

Overall purpose of role 

• Overall responsibility for income (e.g. service charges, rents, arrears) across the Homes business, ensuring the timely, accurate and compliant collection of rent and service charges.
• Develop a debt recovery strategy to drive down debt and keep levels consistently low.
• Devise a strategy to ensure the business anticipates and mitigates the impact of Welfare Reform changes, particularly Universal Credit.
• Implement a performance monitoring framework delivering a suite of reports to demonstrate overall performance, key trends and highlights across the Homes business.   Ensure that all income-related KPIs are met, risks are identified early and mitigating actions put in place.
• Lead on financial inclusion for the Homes business –promoting money management among tenants and enhancing the customer experience.
• Contribute to potential new business by participating in tenders, presentations and prospective client meetings. Promote the reputation of Pinnacle with external stakeholders and influencers.
• Work with the Group Heads to undertake regular business reviews with contract managers.
• Create and promote a culture where all staff in the business deliver outstanding customer experience to clients and residents alike, to underpin the business’ aspiration to be ‘best in class’.
• To lead by example, embedding and promoting Pinnacle’s values and culture.

Principal Job responsibilities 

Strategy

• Lead and motivate income management staff to deliver a customer focused service and maximise income for the organisation. 
• Review income functions across all contracts to improve their effectiveness and ensure Pinnacle is at the cutting edge of service delivery
• Oversee the management and delivery of day to day income management to our Clients, in terms of:

  • Rent recovery 

  • Service charge recovery for tenants and leaseholders 

  • Former tenant arrears 

  • Debt and welfare benefit advice  

• Develop and implement measures to anticipate and mitigate against the impact of welfare reform.

• Develop a business wide approach to financial inclusion, which is rooted in the company values and aligned to our social value ambitions.

• Assist in ensuring that the organisation is compliant with housing related legislation and regulatory requirements.

• Ensure that relevant policies and procedures are fit for purpose, reflective of best practice and compliment the changing statutory and policy landscape

• Ensure compliance with all contractual obligations and KPIs

• Review data capture methods within contracts to ensure that the business is making effective use of data to drive performance

• Work with the Group Head of Housing’s leadership team to devise new ways of working collaboratively for the benefit of the business.

• Assist in the development of new business opportunities for the Homes business and wider Group

• Actively promote the services of Pinnacle at industry events/forums and through networking with local authorities and other key external influencers.

Business Performance 

• Ensure that Pinnacle exceeds contract KPI’s across all indicators and achieves ‘best in class’ performance standards.
• Create a dashboard of key income related indicators to be shared with the Director’s Management Group on a monthly basis.
• Produce high quality client reports on time ensuring that KPIs are verified periodically
• Drive continuous improvements by devising plans, setting targets and developing individual skills and experience within the team.
• Develop strong relationships with all stakeholders, in particular clients, and enhance the company’s reputation within the areas that we work.
• Embed a performance management culture by ensuring SMART objectives are set and regular reviews take place for all staff.
• Work with the mobilisation manager to ensure new contracts are mobilised effectively from a performance management/income perspective.
• Use technology to facilitate collection and reporting, abreast of technology and systems.

• Work with the Group Heads to undertake regular business reviews with all contract managers.

• Ensure that all staff are alive to the possibility of fraud and that protocols are in place to minimise the risk of fraudulent payments

Finance 

• Cash collection –rents and service charges.
• Manage the credit controllers, developing a high performing approach to service charge collection.
• Drive down group debt from service charge accounts, working to a challenging target assessment framework.
• Management of financial risk against performance
• Manage the Housing income officers to ensure efficient rents and service charge collection.
• Ensure that leaseholders in the Housing Contracts receive timely service charge bills 
• Work with the Housing Contracts to ensure that all financial KPIs are met, risks are identified early and mitigating actions put in place.
• Reporting monthly on all the above.

Health and Safety 

• Ensure risk assessments are undertaken and actions are carried out in a timely fashion.
• Ensure all relevant Company and Client processes are adhered to. 

The following KPIs apply to this position 

• Contractual KPIs are met 
• Rent collection 
• Staff engagement 
• Client satisfaction

Staff/Financial Responsibilities

People: Income recovery team

Working Relationships

Internal: Homes Management Team

External: Client relationships

Skills & Experience

Essential:

• Experience of leading multiple teams in a performance-driven environment
• Experience of client management and partnership working
• Experience of Housing & Property Services
• Understanding of the issues driving resident satisfaction
• Strong communication and networking skills, internally and externally
• Working collaboratively
• Experience of Income Management
• Strong analytical skills
• Proactive approach
• Motivating and leading staff to achieve an excellent result

Desirable:

• Member of CIH/ARLA/IRPM or other related professional body
• Experience of Change Management

If you require any further details about the position, please contact Nimisha Patel at: Nimisha.Patel@pinnaclegroup.co.uk