Income Collection Team Leader

Income Collection Team Leader

Salary £41,790

This job is working for Ongo.  A full driving licence and car is required.

Job Summary

To deliver an effective, high-quality income collection service through a proactive approach that minimises and reduces outstanding monies owed to Ongo Homes, while maximising tenant income. To achieve customer-focused outcomes that are efficient and offer value for money.

 To manage & deliver an effective Income Collection Service which achieves customer focused outcomes, achieves high levels of customer satisfaction, drives efficiencies, sustain tenancies and promotes value for money.

Benefits of working with Ongo include:

• 30 days paid holiday plus bank holidays and your birthday off
• Exceptional leave
• 15 hours per year paid volunteering
• Annual pay review
• Mileage reimbursement at 45p per mile
• Free parking (pass provided)
• “No sick days” voucher
• 9.5% pension contribution (Aviva)
• 3x salary life assurance policy
• Enhanced maternity/paternity pay
• Simply Health package (including Pro-counselling for family members)
• Housing Perks
• Agile working
• Home working equipment provided
• Local gym discounts
• Discounts at Costa and Starbucks (town centre)
• Car lease scheme

Main Responsibilities

• To directly line manage, lead and develop a team of Income Officers, Specialist debt Officers, Court Officers and Assistants by carrying out annual Performance Development Reviews, 1-2-1 supervision via a coaching approach to develop individuals and the team. 
• To deputise for the Income & Specialist Housing Manager in their absence. 
• To be actively involved in the planning and development of service provision. 
• To provide reports on performance delivery; taking appropriate action to address any potential performance shortfalls. 
• To be the systems champion for the team, ensuring staff are properly trained and are effectively using all systems and to contribute to the development and revision of systems and processes. 
• To lead on the development and revision of policies and procedures considering the needs of customers and involving all relevant internal and external colleagues. 
• To deliver services to our customers using a coaching approach. 
• To represent the Income & Specialist Housing team at meetings with internal and external agencies and partners and develop effective joint working. 
• Represent Ongo in court to enforce terms of the tenancy agreement and relevant legislation. 
• To uphold the Company’s policies in all aspects of work, e.g. Data Protection, Equal Opportunities, Diversity, Health & Safety Policy etc. 
• To assist the Income & Specialist Housing Manager to develop responses to changes in government welfare reform policy, legislation relating to income recovery and service charges setting. 
• To carry out best value and continuous improvement reviews and to develop new and innovative approaches to Income Collection incorporating best practice from the social housing and commercial sectors. 
• To liaise with and promote partnership working with the Department for Work and Pensions, Local Authority Housing Benefit Department, the advice sector, Credit Union and other relevant organisations. 
• To be responsible for ensuring the health and safety of your team, by regularly reviewing relevant risk assessments, ensuring safe systems of work are in place, undertaking accident investigations involving own staff and advising the Head of Neighborhoods of any changes needed to the Housing Management Health and Safety plan. 

Skills, Competence, Experience Required

• Extensive knowledge of Housing Related Legislation, Welfare Benefits and Employment Related Legislation to solve complex problems by interpreting and applying various legislative principles and achieving a positive outcome. 
• Be able to organise, supervise, motivate and develop staff and workforce using a variety of management skills including performance management skills.
• Practical experience of Income Collection. 
• Experience of staff supervision, management, and interpersonal skills to motivate staff and create positive working relationships with internal & external partners. 
• Ability to work with and influence colleagues in other teams. 
• Experience/knowledge of the principles of Best Value.
•  Able to react and deal calmly with emergency situations 
• Ability to demonstrate customer focus and commitment to diversity in all aspects of work 
• Excellent communication skills both oral and written, with a commitment to the principles of customer care and best value and to the improvement and development of the housing service. 
• Appropriate academic or professional qualification. 
• ICT Skills 
• Have an understanding and commitment to health & safety

We want our organisation to reflect the communities we serve, and we actively encourage applications from candidates of all backgrounds, particularly those from groups currently under‑represented in our workforce.

 As a Disability Confident Employer, we are committed to creating an inclusive and accessible recruitment process. This means we actively encourage disabled candidates to apply, we work to remove barriers within our recruitment practices, and we guarantee to consider applicants with a disability who meet the essential criteria for the role.

If you need any adjustments at any stage of the recruitment process, please let us know. We are happy to support you to ensure you can perform at your best.