Collection is responsible for guidance and management of the rent and service charge collection processes. They are also responsible for ensuring customer focus and value for money is achieved through income collection. This role is responsible for directly managed staff and will develop and implement ideas to continually improve income collection and value for money. The quality and impact of services provided to residents will enable Waltham Forest Housing to successfully meet its deliverable outputs, objectives and performance targets.
Accountabilities include but not limited to;
To lead the strategic and operational management of income collection and deliver a high quality, seamless income collection service.
Take responsibility for all income collection processes, reactive arrears activities including all aspects of income account management, customer care and quality assurance.
To take responsibility of the income services - collection team management including staff motivation, performance, sickness, development and recruitment.
Maintain and constantly review procedures detailing the process of arrears recovery and giving individual guidance to the team on the levels of arrears at which specific actions happen and work as a team to prevent evictions where possible.
Proactively manage team budgets and monitor expenditure, payment re-conciliation- report to Head of Income Services with summary of expenditure and provision of forecasts.
Embrace performance ma...