Income Team Manager

Overview

Manages Income Officers, overseeing income and welfare services, KPIs and complaints.

Key Responsibilities

• audit compliance
• workload scheduling
• report analysis
• team leadership
• arrears review
• kpi management

Tasks

In this role you will manage the effective delivery of income and welfare services at the Local Operations Team, ensuring that all services are delivered to an exemplary standard in accordance with the Income Services Operational Plan and budget to meet with wider aims of the Group. This role would suit someone who is proactive, results driven and customer orientated. -Undertaking audits and compliance checks on tasks completed by the team -Coordinating and distributing workload, and scheduling customer visits for the Income Team -Preparing, reviewing and analysing Income related reports -Leading/managing the team including mentoring, coaching, recognising good performance and challenging areas of concern with individuals/team -Reviewing arrears cases and approving legal actions like NOSPS, Court Possessions/Hearings Applications and Eviction processes and applications -Managing the performance and delivery of high-quality income service, ensuring KPIs are achieved, and all accounts are effectively managed -Working in partnership with stakeholders, the local income advisory service and internal Housing team -Proactively managing customer complaints and resolving complex queries, striving for customer excellence

Requirements

• housing services
• debt recovery
• customer service
• nvq3
• coaching
• regulations

What You Bring

-Wellbeing support and tools -Experience of working within Housing Services/Income Services -Comprehensive knowledge of relevant regulations, legislation, good practice and welfare benefits -Experience in coaching, developing, managing and motivating staff -Knowledge of Debt Recovery and collections management -Proven experience of delivering high quality customer services and working with different partners to ensure the best outcomes for our customers -NVQ3 in Customer Service or Business Administration

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Benefits

£46,546 - £48,995 per year -Employee recognition scheme -Cycle to Work scheme -25 days annual leave (rising to a maximum of 30 days) plus public holidays -Employee Advice Service including counselling -Employee discounts -Life Assurance -A pension scheme with employer contributions from Sanctuary -Voluntary health plans -Role salary is £46,546 (rising to £48,995 after 12 months, subject to satisfactory performance)

About Sanctuary

-It builds, owns and manages roughly 125,000 homes, encompassing affordable rent, shared ownership, student and keyworker housing. -Its care arm runs over 100 residential care homes and supported living units, transforming lives through specialist services. -Financed via careful stewardship and not‑for‑profit reinvestment, Sanctuary reinvests every penny into community development. -Large-scale retrofit schemes, including multi‑million-pound EPC upgrades, showcase its commitment to enhancing residents’ homes. -Regeneration projects breathe new life into neighbourhoods, such as transforming Glasgow’s former Victoria Infirmary into homes. -Unusual in its breadth, it operates across housing, care, student living, supported and keyworker accommodation under one umbrella. -A strategic acquirer, recent additions include Cornwall Care, Swan Housing Association and Johnnie Johnson Housing. -Its scale grants access to grants and public funding, enabling ambitious schemes in England and Scotland.

Sector Specialisms