Rent Income Manager

Positive Employment is currently recruiting for a Rent Income Manager for our client, a local government organisation based in West London.

The successful post holder will manage and develop an effective Income Team, overseeing the recovery of outstanding rent and maximising income across residential and non-residential properties. The role will involve managing complex arrears cases, monitoring team performance, overseeing legal action, and ensuring the effective delivery of the Rent Income Service Plan.

This role is a temporary contract with an initial contract length of 3 months with the possibility to extend. Hybrid working with 3 days per week in the office.

Duties and Responsibilities but not limited to:

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• Monitor and line manage a team of officers dealing with current and former rent accounts to recover outstanding monies in accordance with organisational policies and procedures, best practice, statutory and contractual requirements, including legal protocols.
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• Provide a full reporting suite on team activities, including top arrears cases, complex cases involving multiple specialities and teams, disputed cases and introductory tenancy management.
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• Provide support, guidance, training and performance management to officers, ensuring the team has clear goals and objectives.
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• Oversee negotiations leading to payment agreements, ensuring arrangements are regularly monitored and appropriate action is taken where agreements are not maintained.
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• Meet with tenants and their representatives to resolve complex cases, including those involving customers with specific communication requirements and complex vulnerabilities.
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• Authorise applications for court proceedings and evictions.
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• Represent this organisation at court, external forums and internal meetings as required.
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• Deliver all income elements of the Rent Income Service Plan.
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• Investigate, resolve and respond to Stage 1 complaints and Member Enquiries relating to the team’s activities.
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• Take responsibility for income and legal costs, ensuring value for money and monitoring payment plans, account balances and payment trends.
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• Develop productive relationships with support and advice agencies operating within the borough and align policy and strategy accordingly.
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• Build effective relationships with Revenues teams, the DWP and welfare reform working groups, providing updates to the team and senior management on the impact of welfare reform on income collection.
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• Work closely with ICT to develop a consistent approach to the effective use of Capita Housing and CRM systems for income recovery.
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• Maintain and develop Direct Debit facilities and provide reporting as required.
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• Continually develop payment methods in line with current trends, ensuring tenants have accessible and convenient ways to make payments.
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• Maintain accurate records to meet statutory and service-wide reporting requirements relating to performance.
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• Proactively monitor and report to the Head of Income and Financial Inclusion on service delivery, performance indicators and targets.
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• Share knowledge, learning and best practice across the team and maintain up-to-date knowledge of procedures and housing legislation.
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• Contribute to customer consultation, involvement and participation to support continuous improvement in service standards.
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• Ensure compliance with Health and Safety responsibilities relevant to the role.
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• Deputise for the Head of Income and Financial Inclusion when appropriate.
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• Undertake any other duties commensurate with the responsibilities of the role.
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Personal Requirements:

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• Relevant Housing qualification or working towards a recognised qualification, such as CIH accreditation or a professional body qualification.
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• Experience of managing and developing staff.
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• Knowledge of public sector housing and housing law.
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• Detailed knowledge of rent arrears issues and recovery processes.
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• Demonstrable experience of working within a social housing environment in a similar or related role.
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• Detailed knowledge of housing and welfare benefits.
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Working Hours: 36 hours per week, Monday to Friday.

Pay: £36.08 per hour.

Please note this role is within the scope of IR35.