Income Management Team Leader

Income Management Team Leader

Our client, a forward-thinking organisation in the housing sector, is seeking an experienced Income Management Team Leader to join their dynamic Customer Services division on a temporary basis for 3 months, in Irvine.

This is an exciting opportunity to lead and develop a team of Income Collection Officers and Early Intervention Officers, ensuring the delivery of high-quality customer service and effective debt recovery strategies.

Key Responsibilities:

• Lead, motivate, and develop the Income Collection Team to achieve outstanding performance.
• Collaborate with HR and Customer Services to recruit, induct, and train staff effectively.
• Ensure timely and effective interventions in line with policies, working closely with Housing Services.
• Proactively manage team performance, ensuring adherence to targets and service level agreements.
• Resolve complaints and dissatisfaction at the first point of contact, promoting a customer-centric approach.
• Serve as a subject matter expert for Income Collection, providing guidance to the team.
• Analyse performance data to identify improvements and escalate findings as necessary.
• Maintain strong relationships with internal and external stakeholders to address issues collaboratively.

Person Specification:

Essential Skills:

• Proven experience in managing teams within a housing environment or debt collection call centre.
• Strong ability to motivate teams and manage performance effectively.
• In-depth knowledge of social housing legislation, income collection, and welfare reform.
• Results-driven with excellent analytical skills to provide meaningful insights.
• Exceptional customer-focused communication skills, both written and verbal.
• Attention to detail, with the ability to thrive under pressure and meet deadlines.

Desirable Skills:

• Familiarity with housing management and income collection ICT systems.

If you are passionate about leading a team to deliver exceptional service and drive performance, this role offers a fantastic opportunity to make a significant impact in the housing sector. Interested candidates are encouraged to apply for this temporary position and contribute to shaping the future of income management.

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