The Role

 

 

 

An exciting opportunity has arisen to join our Income Team! As an Income Manager you would provide an effective income recovery service by maximising revenue through prompt and consistent arrears management and debt recovery with a high regard to Customer Care. You will also establish, develop and maintain good working relationships with internal and external bodies to facilitate the provision of a quality service by the team and represent the organisation as required.

 

 

 

 

 

Benefits:         Contributory pension scheme with death in service of 3x annual salary, 6 weeks annual leave in addition to bank holidays, learning and development opportunities, employee assistance programme (including 24/7 telephone advice, information portal and counselling), corporate eyecare scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses, discounted medical cashback scheme, access to an extensive range of corporate discounts on shopping, travel & days out, regular staff social events, full staff wellbeing programme.

 

 

 

Overview

 

 

 

Town & Country Housing is an award-winning provider of affordable housing.  Town and Country Housing are a regional subsidiary of Peabody Group. This is a fantastic opportunity to become involved in the exciting development, which brings together two strong organisations to deliver more much-needed homes in the South East.

 

 

 

PURPOSE:

 

To establish, develop and maintain good working relationships with internal and external bodies to facilitate the provision of a quality service by the team and represent the organisation as required.

 

 

 

KEY OBJECTIVES:

 

 

 

• Managing a portfolio of debt recovery cases as agreed with the Income Services Manager. The range of debts may include (but is not limited to):

• Former Tenant rent arrears; Recharges; Court costs; Current rent arrears.
• Maintaining the housing management computer system, ensuring that all arrears actions are recorded accurately and appropriately.
• Regularly monitoring of accounts, initiating appropriate action where necessary and applying a consistent approach to arrears management for both current and former tenants by complying with the arrears policy and procedure.
• Providing advice and information to tenants/customers by telephone, letter or in person and carry out interviews with tenants/customers, establishing and monitoring repayment agreements.
• Liaising and meeting, as necessary, with internal teams and external bodies such as local authority housing benefit departments and the DWP (including Verification of rent and service charges) to resolve payment queries, to maximise income and minimise assessment delays.
• Providing and maintaining comprehensive welfare benefits advice to tenants/residents.
• Administering housing benefit and UCHE overpayments by ensuring validity of demands, maintaining accurate correspondence records, entering appeals on behalf of the company, liaising with tenants.
• Responding to queries and arranging appropriate repayment methods.
• Taking appropriate legal action in accordance with policy and procedures including requesting and presenting at court hearings where appropriate. 
• Identifying potential blockages to delivering an excellent standard of service and making or recommending changes to remove any problems.
• Producing accurate, well presented documents/reports with recommendations as required.
• Maintain a good understanding of relevant legislation and Government policies, regulations and procedures.
• Share information with colleagues and other departments to ensure continuity of service.

• To understand and appreciate the wider context for the work of the department/team and liaise with other departments/teams to ensure that the Group’s objectives are optimised.

 

 

General

 

• To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible.

 

 

• Recognise, respect and promote the different roles and diversity of all individuals.

 

 

• To actively contribute towards key performance indicators and professional standards.

 

 

• Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process.  This may include identifying anomalies in data and investigating and correcting them where appropriate.  Ensure you attend training on data protection regularly.

 

 

• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.

 

 

• To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge.

 

 

• Attend and participate in training and other meetings and staff events as required.

 

 

• Be an effective member of your team, presenting a positive impression of your section and the business.

 

 

• This job description is a guide to the nature of the work required.  It is not comprehensive and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.

 

• This role requires the individual to travel to various sites across our housing stock and it is expected that an individual in this role has a full driving licence and access to a car with relevant insurance