Income Performance and Systems Lead

Job Description

The Income Performance and Systems Lead will work closely with the Income Leadership Team to ensure accurate data and performance information is available for reporting and monitoring. They will lead on the testing and implementation of key systems and processesthat will ensure both efficiencies and value for money in the income maximisation service of the organisation.To ensure the Association maximises its income through the effective collection of rent, service charges and other income owed to it by current and former tenants and homeowners, working supportively and proactively with the aim of keeping people in theirhomes.Key Responsibilities

• To lead on the regular reporting and monitoring of the Income, Allocations and Home Ownership teams performance, including data submissions, ensuring up to date, good quality performance information
• To lead on the development, maintenance and presentation of good quality, relevant, and timely performance management information reports, and work service managers to use the content of reports to identify and implement opportunities for improvement
• To lead on the monitoring of customer complaints and feedback ensuring timely responses as well as gathering lessons learned to improve customer service
• To lead on the development of processes and procedures that ensure compliance, efficiencies and maximise the organisations income
• To lead on the review, development and implementation of systems and resources that ensure value for money as well as create efficiencies for the income maximisation service
• To lead on data quality projects that will support the cleansing and maintenance of quality customer data that ensures accurate information for decision making and reporting

General

• Will be the focal point for training and supporting staff on all income maximisation related systems. Share knowledge, learning and best practice with the team and to maintain an up-to-date knowledge of procedures
• To contribute to the continuous improvement of the services within Customer and Communities directorate of the organisation
• Responsibility for confidential handling of all personal data, report any suspected misuse
• To work closely with other departments across Octavia specially, who undertake a supporting role in Income Collection. More generally work with these and other teams in Octavia to ensure the delivery of co-ordinated services and high levels of residentsatisfaction
• Role model commitment and adherence to Octavias diversity, and health and safety policies
• Remain co-operative and flexible in line with the needs of the post and the business

RequirementsFor this position, we have listed the requirements we believe are essential for this role:Experience

• Experience in the production of performance information, systems, or process development
• Proven ability to undertake detailed research and implement improvements and/or changes
• The ability to handle multiple sources of data and produce quality management information

Knowledge

• Knowledge of best practice models and mechanisms to ensure robust and high-quality data in organisations
• An understanding of maximising income within a social housing operation that sustains customers tenancies

Skills

• Ability to communicate complex information clearly and effectively with others using a range of techniques, adapting style to enhance impact and suit the needs of the recipient
• Intermediate to Advanced MS Excel skills
• Excellent attention to detail and the ability to identify patterns of common data cleansing mistakes
• Experience of handling confidential personal data
• Ability to build strong relationships internally and externally to enable supportive challenge across systems for users to achieve maximised benefit
• Proven ability to undertake detailed research and implement those improvements/changes

BenefitsThe salary for this role is £40,000 per annum with up to 10% pension contributions.Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.