Team Manager - Income

Job Description

Title: Team Manager - IncomeContract Type: FTC until 8th March 2022, Full TimeLocation: (20-40% working from the office & 3-4 days working from home) Reporting office Sidcup, KentPersona: AgileSalary: Circa £41,000pa.DOEClosing date for completed applications:17th September 2021Interviews will be held on: 24th - 27th September 2021 via Microsoft Teams***PREVIOUS APPLICANTS NEED NOT APPLY***Due to COVID19, colleagues in eligible roles are currently working from home in line with government guidelines Early applicationsare encouraged as we reserve the right to close the advertisement and interview earlier than statedTeam Manager - Income.docxWe are specifically looking for experienced, highly motivated Team Managers with superb communication and interaction skills, aboveall to be great at this job youll need to be analytical, a natural problem solver and committed to delivering results.Reporting to the Head of Income Management, you will have responsibility for a team of 12 Debt Recovery Officers, dealing with London & QuadrantIncome Management across all tenures.As a Team Manager your main responsibilities will include: Management of Debt Recovery Officers to deliver service in line with agreed service level targets Taking ownership for the teams performance and developing plansto deliver service expectations Effective resolution of high-level arrears and tenancy issue related cases Take ownership for customer complaints and strive to seek the best resolution acting as an ambassador for customer care Develop teams competency bytraining, mentoring and coaching Debt Recovery Officers Carry out regular 121s Conduct HR meetings including probationary reviews, disciplinary and return to work interviews Publish high quality, concise, informative and analytical written reports on theirteams performance To account for the cash collection results of the team To review and identify trends and areas for improvement To be considered as a Tallyman Super User (Collection System), ensuring consistency in use and to support incremental improvementsof the solution.You will need to be flexible and adaptable to change, a strong communicator, with a track record of managing change and motivating a large team to consistently meet KPIs.Your experience must include: Strong management experience ideally gainedin a customer service environment The ability to deal with a variety of challenges, innovate and think on your feet Having full responsibility for all aspects of team performance Ability to motivate a large team to achieve demanding KPIs Able to work collaborativelyin a management team Strong team working and team building skills Possess an Agile mind-set Strong commitment to providing a high-quality service Able to independently analyse and report on all aspects of team performance Excellent communication skills withexperience of operating at all levels of business Previous involvement in systems and process development, ideally with an awareness of Lean Management/Continuous improvement techniques Use of reporting and analytical tools for all decision-making processesWorking& Operational Hours35 Hours per WeekOffice hours are between 08.30am to 20:00May be required to work occasional Saturday mornings between 09:00 - 13:00If you have the above qualities and are interested in working for an organisation that can really make adifference to peoples lives, then this is the role for you!COVID 19: The safety of our staff and our candidates is of the utmost importance. Every effort will be taken to ensure that safe ways of working are adopted throughout the Recruitment and Selectionprocess. We are introducing extra precautions in line with UK Government Guidelines. Our recruitment processes will follow social distancing and COVID-19 Secure requirements. This will include the use of various technologies to support the interview process.Should candidates have any questions regarding this, or if you require additional support please let us know at the interview planning stage.At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behaviouralframework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. More information about L&Qs values can be found on our website and a copy of our behavioural framework can be provided on request.Ourcommitments:At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. Its only by investing in a well-trained and motivated workforcethat we can continue to prosper and sustain business success.In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subjectto group performance, excellent Pension scheme, an employee assistance programme and non-contributory life assurance.We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know duringthe recruitment process if youre interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if its feasiblethen well make it happen.We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to endmental health discrimination in the workplace.We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.L&Q is a regulated charitable housing associationand one of the UKs most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 97,000 homes, primarily across London and the South East.As a charitable organisation, our role goes beyond providing homes and housingservices. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy.In response to the housing and affordabilitycrisis, we will build 100,000 new homes over ten years. Of these, 60,000 homes will be built or funded by L&Q, whilst a further 40,000 will come through partnerships. Crucially, at least 50% of these new homes will be genuinely affordable, with a target of60% in London.Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.