Department: Communities
Reports To: Income Manager
Directly Responsible For: Advisor - Income
Hours - 37
Overall team / department
The purpose of the department is to build strong customer relationships, sustain tenancies, maximising income, and ensuring the creation and management of safe and sustainable neighbourhoods. The team comprises of:
The Housing Team is responsible for building strong relationships with their customers to enable them to sustain their tenancy. They maintain contact with the customer throughout their tenancy, identifying where customers need additional support to maintain their tenancies in line with our requirements.
The Community Safety Team provides a responsive and proactive service to customers to tackle all forms of anti-social behaviour (ASB), and domestic abuse. The team also offers signposting to support services for mental health and wellbeing for a defined period. These teams work closely with the Advisors - Housing on a case management basis to enable them to sustain their tenancy and remain safe in their home and their community.
The Income Team, which is responsible for effective arrears management and a financial wellbeing service for customers. The team proactively manages all housing debt types, implementing payment agreements when appropriate and pursuing debt recovery to maximise income for the business.
Key role priorities
Manage teams to:
* Support customers to live happily in their homes, maintain their tenancies and access services to meet their needs.
* Maximise financial wellbeing and income collection and oversee delivery of these, identifying when interventions and changes are required.
Key working relationships
* Team Leader - Income directly line manages the team of Advisor - Income.
* Team Leader - Income must work closely with Financial Support colleagues to ensure customers are supported to maximise their income and pay their rent.
* Team Leader - Income must work closely with all colleagues across the Group to support and enable other functional areas and their objectives.
* Team Leader - Income must work with external partners and key stakeholders to achieve the objectives of the service.
Main duties & responsibilities
* Manage the team to ensure the delivery of an effective and efficient service which places the customer at the centre of all activities.
* Ensure that colleagues are working effectively with internal and external partners.
* Manage a team to deliver a person-centred income collection approach for all tenure types, with a focus on maximising income collection (current and former), reducing arrears and supporting customers to stay in their homes.
* Work with Manager – Income to develop as support offer for customers.
* Ensure process compliance across the team.
* Conduct regular case reviews including court sign offs.
* Oversee the effective delivery of Tenancy Management across Knowsley. Supporting partnership working with other agencies.
* Set targets, manage operational performance, and staff development.
* Identify gaps in service provision to support with the development of community investment projects.
* Identify requirements for customer engagement and work with customer engagement team to deliver the required outcomes.
* Manage day-to-day relationships with key partners.
* Maintain records for departmental spend.
* Identify areas for service improvement and feed these to Manager.
* Ensure that best practice and learning for dealing with income issues are brought back to the team and Group to enhance future service provisions/ actions taken.
* Provide accurate and timely information to enable performance monitoring and value for money of the service.
* Complete any other tasks as commensurate with the level and nature of the post as delegated by the roles line manager.
Key measures of success
* Achieve the strategic target (%) for current tenant arrears in line with annual target setting.
* Achieve the strategic target (%) for former tenant arrears in line with annual target setting.
* Process compliance.
* Tenancies sustained.
* Customer satisfaction.
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re always open to feedback as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity, and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague, and third-party data
- is guided by our policies, procedures, and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
3 GCSEs (Level 4 or above) or equivalent relevant customer service experience (E)
Relevant accredited Housing Qualification or prepared to work towards (E)
Experience
Coaching and training others (E)
Experience of leading teams in a challenging and target driven environment (D)
Skills, knowledge & ability
A strong understanding of the issues and challenges facing the social housing sector (E)
Ability to manage and develop others (E)
IT Skills, including Microsoft Office applications (E)
Proven ability to support, motivate and develop others, actively recognising achievement and addressing underperformance (D)
Personal characteristics
Confident and able to work well under pressure (E)
Highly Customer Focused (E)
Motivated and able to work on own initiative as well as to lead a team (E)
Resilient and delivery focused (E)
Other
Flexible approach to hours and location of work (E)
Must be able to travel independently (E)
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.
Disability Confident
The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.
We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.
Data Protection
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