Job Title: Customer Accounts Team Leader

Reference: CUS0000982

Job Expiry Date: Midnight on 23rd October

Salary: £32,260 to £37,950 per annum

Job Location: West Malling, with weekly travel to Croydon

Hours: 36 hours per week

Contract Type: Permanent

About the role

As Customer Accounts Team Leader you will manage a team of Customer Account Specialists, Customer Account Assistants and Welfare Benefit Advisors, to ensure that the services delivered across the team are effective, compliant and support the delivery of the Group's income management service and policies, which aim to maximise the amount of rent collected from, and minimise the financial hardship suffered by Clarion's customers. Further duties of this role are outlined below;-

• Focus on maximising rent collection and service delivery and accountable for arrears ensuring the appropriate recovery action is taken to reduce the level and incidence of arrears in line with annual targets.
• The post holder will be responsible for managing, developing and supporting their direct reports including under performance to maximise performance and capacity. Together with setting individual targets are set and regularly monitor performance to ensure that targets are met.
• Takes the initiative to keep own and subordinates skills and knowledge of their technical or professional specialty up to date to reflect the changing role, so staff can achieve stretching performance targets and maximise performance capacity.
• To advise upon and/or deal with more complex arrears cases and to review and authorise legal action to ensure this is taken appropriately and in a timely manner, in line with legislation and policy; including the service of notices, the completion of legal paperwork and the presentation of cases in the county court before a District Judge without legal representation.
• To establish, develop and foster effective relationships with internal and external partners and customers, such as local authorities, support providers and the DWP, ensuring blockages are identified and resolved whilst monitoring performance.

About You

The successful applicant will have a proven track record of successfully managing, leading and motivating a team, ideally in an income/debt recovery/credit control environment and delivering performance improvement of both processes and team members in a way that maintains consistency with the values of the organisation. You will need an excellent understanding of rent arrears, legislation and policies and procedures associated with it, as well as extensive knowledge of Housing Benefit, Universal Credit and Welfare Reform and the appropriate responses to these issues.

Closing Date: 23rd October at Midnight

Job Description - https://careers.clarionhg.com/media/1195/candidate-brief-customer-accounts-team-leader.pdf

Applicants must be able to travel across regions as required.

This post is subject to Basic Criminal Record Check Clearance.