Regional Team Leader (Customer Accounts)

During 2021, we are changing the way we work with our housing customers. Our new Right Side Up approach means the customer is at the centre of what we do and they will know who to speak to in order to resolve their housing issues. Housing teams will be more present in the community and will own that customer relationship. Our community-based housing colleagues will be supported by experts across the rest of the organisation – helping them to consistently provide reliable advice and support.

This role

As the Regional Team Leader you will contribute to the delivery of a comprehensive, multi-tenure income collection service to MTVH within a geographical region. You will manage, coach and develop your team to maximise income through the efficient and effective collection of rents, service charges and other debts, as well as ensuring that customers can access support services and advice in order to maximise their income.

You are required to apply a high standard of customer care in all contacts, including ensuring prompt dealing of customer enquiries and complaints. You will develop and maintain relationships with key stakeholders, internal and external. You will be responsible for achieving regional KPIs, improving processes and ensuring that quality and compliance standards are met by your team.

To meet our commitment to providing safe, high quality services to our customers we will complete a basic background check with the Disclosure and Barring service once an offer of employment is made.

What you'll need to succeed

• Excellent knowledge of the legal framework relating to arrears and debt recovery.
• Excellent knowledge of welfare benefits including Universal Credit and Housing Benefit.
• Previous experience of negotiating payments and working in a target-driven collections environment, preferably in social housing.
• Proven experience of managing and coaching a high performing team to meet challenging targets, including managing poor performance or behaviour and leading through change.
• Strong communication skills with the ability to engage with people at all levels.
• A positive and self-motivated outlook with the ability to motivate and energise your team.

Working Hours

Working hours will normally be between Monday to Friday, 08:00 to 20:00 and Saturday between 09:00am to 17:00pm, however you may be required to work outside of these hours on occasion. Your pattern of work will be varied on a rota basis which will include a mix of home and office working.

About Us

Our organisation was built on a simple mission – to give people a safe, secure, and affordable home. That is as true today as it was in the 1950’s, when our founder Molly Huggins established an organisation to provide homes for Windrush migrants in London. Our core purpose is that “everyone should have a home and the chance to live well” To fulfil this vision, we work with partners to make our neighbourhoods – new and old - sustainable and vibrant places, where our customers want to live. We put people at the heart of everything we do and to guide us in every decision we make. Through managing more than 57,000 households we work at a scale that means our actions to achieve this have real impact.

We firmly believe that by serving people better every day, we will support a healthier, better cared for, and more prosperous society in the future. Like our founders before us, we will leave a lasting legacy for future generations. Our colleagues are crucial to our success in achieving this. Therefore, we are committed to investing in colleagues and creating the opportunity for them to develop. Our working environment has been designed to be one that brings out the very best in people.

What you'll get in return

We also offer a wide range of benefits.  Please take a look at our benefits document attached.

Our promise

All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.