July Dear Applicant. Rent Income Team Leader

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1 July 2014 Dear Applicant Rent Income Team Leader Thank you for your interest in the above role. Enclosed is the information you will need to assist you in completing your application. To apply for this role you must submit your current CV along with a supporting statement no longer than 2 sides of A4. It would also be helpful if you would complete the equal opportunities monitoring form. It is not mandatory to complete this, and the information is requested purely for equal opportunities monitoring purposes, in line with our commitment to equality and diversity. Applications should be ed to jobs@kctmo.org.uk or posted to the HR Team, Kensington & Chelsea TMO, The Hub, 292a Kensal Road London W10 5BE. We would suggest that you your applications to us wherever possible, to avoid delays. If you have any queries, please contact the HR team on or via jobs@kctmo.org.uk We look forward to hearing from you. Closing date for applications: 22 July 2014 Interview: 6 August 2014 Yours sincerely Katherine Hyde Senior HR Advisor

2 Contents Page About Kensington & Chelsea TMO 3 Job description and person specification 4-8 Structure charts 9 Terms and conditions 10 Press advertisement 11 Further information about the KCTMO can be found at

3 About Kensington & Chelsea TMO The TMO was formed in 1996 when the Royal Borough's tenants and leaseholders voted to take over the management and improvement of their own homes. We were the first borough-wide tenant management organisation in the UK and the only tenant led ALMO - a not for profit company providing landlord services to almost 10,000 homes in Kensington and Chelsea. We employ about 200 staff in offices situated around the Borough and were awarded three stars excellent prospects by the Audit Commission in Over the last few years the TMO has undergone change in relation to its Constitution and Board, and more recently, in relation to the Executive Team. A new Chief Executive, Robert Black, joined the TMO in May Robert is committed to developing and continuously improving the TMO, in partnership with the TMO Board, residents, staff, the Royal Borough of Kensington and Chelsea (RBKC) and a range of external stakeholders to ensure that the TMO makes a real difference by providing excellent services and value for money. This is an exciting time to join the TMO and to help shape the organisation in its aim to become the best social housing landlord in London. Further information on the TMO can be found at

4 Job Description Job Title Rent Income Team Leader Directorate / Department Reports to Operations / Management Head of s Job Purpose Salary To deliver an effective and high performing rent collection and recovery service in accordance with legislation, TMO policies, set performance targets and customer satisfaction requirements. To manage and lead a team comprising of Income Officers and Sundry Debts Officer collecting current tenants and temporary accommodation rent and sub-account arrears, including parking/garages spaces. To prepare the team and organisation for the introduction of Universal Credit, ensuring robust policy and procedures are in place. 26,700 to 36,100 per annum + benefits Grade TMOHMGN221 Hours 36 hours per week (Monday- Friday) Location Network Hub & Blantyre Office Responsibilities 1. To deliver an effective income recovery service Management responsibilities To lead a team of Rent Income Officers responsible for the collection of current tenant arrears, sub-account debt and parking/garage charges. To manage a Sundry Debts Officer ensuring recovery of former tenants arrears within set performance targets, administration of Direct Debit and collection of sundry debts (including parking accounts, legal costs, re-chargeable repairs, gas safety access costs and use and occupation accounts) To work with the ICT team in producing performance and management reports, and in consultation with the Head of s set collection targets and report to senior management on performance in this area when necessary To assist the Council s audit team in carrying out their annual reviews in this service area. To agree operational strategy with the Head of s in order to direct staff resources to where there is most).

5 Service responsibilities To lead in delivering the Rent Income Service Plan and provide monthly updates to the Head of s To maximise rent collection in line with targets by making arrangements to recover rent arrears and to enforce related tenancy conditions. To monitor tenants rent accounts and take prompt action to prevent the accumulation of debt. To build strong links with the TMO s Welfare Reform Officers and Council departments to manage risks associated with welfare reform changes To provide updates to the team and senior management on the impact of welfare reform on income collection To respond promptly and effectively to enquiries or complaints on rent matters To assist vulnerable tenants with prompt and appropriate action and advice, and liaise with other agencies and departments to ensure that their needs are met To attend Court and represent the TMO on individual arrears and possession cases when relevant. To prepare eviction reports and represent the TMO at evictions to ensure the successful repossession of properties. Ensure Rent Income Officers are engaging with new residents through early intervention, with an aim to sustain tenancies and reduce rent arrears within the first 12 months of tenancy. To ensure Rent Income Officers work closely with Officers when carrying out new tenancy visits, fixed-term tenancy reviews, including collection of income/expenditure details and providing relevant advice to tenants To monitor use and occupation accounts, working jointly with Management staff to ensure that outstanding tenancy issues are resolved swiftly and minimising scope for debt 2. Service standards To maintain appropriate and accurate records to comply with statutory and service-wide reporting requirements on performance issues Proactively monitoring and reporting to the Head of s in respect of service delivery, performance indicators and targets. To contribute towards the continuous improvement of performance in line with the TMO s service plan targets. To notify the Council s Corporate Investigations Group (CIG) of suspected cases of unauthorised occupation, or where benefit fraud is indicated.

6 3. Relationships and customer care To work with other agencies and departments such as Housing Benefits, the DWP, the Housing Advice Service Kensington and Chelsea (HASKC), the Council s Tenancy Support Officers, solicitors and the Courts in delivering an efficient and effective service. To contribute towards the promotion of customer consultation, involvement and participation with the aim of improving service standards. To be responsible for Health and Safety activities applicable to the post as set out in the TMO s policy statements. To undertake any other duties as required by the TMO s Head of s and Director of Housing Person Specification Job Title: Rent Income Leader Directorate / Department: Operations / Management Criteria Essential Desirable How identified* Experience and Knowledge Skills and Personal Qualities Knowledge of public sector housing and housing law. Detailed knowledge of rent arrears issues and processes. Detailed knowledge of housing and welfare benefits. Demonstrable relevant experience of working in a social housing environment in a similar or related role. Experience of supervising staff. Ability to remain calm and confident when meeting deadlines and performance targets. Ability to establish good working relationships

7 The KCTMO Way Organisational Behaviours with other teams and agencies. Ability to draft memos / letters and reports to a high standard. Able to lead in service improvements through updating policy and procedures in line with changes to legislation Excellent verbal communication skills at all levels and in all situations with staff and the public. Ability to liaise and negotiate effectively with residents and colleagues. Ability to manage, organise and prioritise your own workload and that of the team you manage. Ability to keep accurate records. Able to work effectively as part of a team and provide support, training and guidance to other team members. Commitment to equalities in employment and service provision. Ability to understand the relevance of the job in relation to corporate performance. Pragmatic, creative and solution orientated Enthusiasm, drive and resilience Customer focused Committed to high standards of conduct, performance and continuous improvement Flexible and adaptable. Leading change through people - communicating

8 the vision and engaging others to work together to achieve a real change * - Key A = Supporting Statement I = Interview T = Test

9 Organisation Structure Chief Executive Company Secretary Executive Director of People and Performance Executive Office Manager Executive Director of Operations Executive Director of Financial Services and ICT Performance Manager Director of Assets and Regeneration Head of Supported Housing Director of Housing Health, Safety and Facilities Manager Project Manager Head of Capital Investment Team Leader Supported Housing Head of Management North Assistant Director of Financial Services Assistant Director of HR Head of Communications Head of Investment Strategy Head of Contract Management Head of Management South Head of Customer Servicess Head of ICT Assistant Director of Home Ownership Resident Engagement Manager Environmental Services Manager Principal Project Accountant Policy and Improvement Manager

10 Executive Director of Operations Director of Housing Head of (North) Head of (South) Environmental Services Manager Head of Customer Contact and Access Management Team Leader Welfare Reform Officer Estates Services Team Leader Stable Way Site Manager Rent Income Team Leader Management Team Leader Welfare Reform Officer Estates Services Team Leader Hostels Officer Rent Income Team Leader Officer x5 Housing Administrator Estates Services Assistant x5 Rent Income Offieer x4 Officer x3 Assistant Estates Services Assistant X8 Estates Services Assistant x3 Rent Income Officer x4

11 Terms and Conditions Salary You will be paid monthly - on the 15th of the month - and your pay is to be credited to your bank or building society. Hours A 36 hour week is worked, Monday Friday, but you will be expected to work the hours necessary to discharge the duties of the position. Annual leave Your annual leave is dependent upon your conditions of service and length of continuous service. The annual leave for this position is 28 days per annum and 30 days after 5 years service. Probation All employees have a standard probationary period of six months. Season Ticket Loan Interest-free season ticket loans are offered from six months service, which are paid back in monthly instalments through the payroll. Pension Scheme The TMO is an admitted member of the Local Government Pension Care Scheme. The scheme provides for an employee contribution of either 5.5% on annual salaries up to 13,500, 5.8% on annual salaries from 13,501-21,000, 6.5% on annual salaries from 21,001-34,000 or 6.8% on annual salaries from 34,001-43,000. An additional contribution is payable by the employer. Other benefits Access to a health scheme, modern working environment and a range of learning and development activities.

12 Advertisement Kensington and Chelsea TMO is the first borough-wide housing organisation to give residents a say in the management of their homes. With nearly 10,000 properties, and a clear commitment to improving our services, we are looking for talented people who share our vision for the future. Rent Income Team Leader Salary: 26,700 to 36,100 per annum + benefits Location: The Network Hub & Blantyre Office Kensington and Chelsea TMO is the first borough-wide housing organisation to give residents the power to decide how best to manage and maintain their homes. With 10,000 properties, we are looking for people who share our vision for the future. In this role you will ensure rent income collection and recovery operate in accordance with legislative and customer care requirements. Reporting to the Rent Income Manager you will play a key role in setting targets, reporting on income collection and contributing ideas for future development of the team. With proven experience in a similar or related role in a social housing environment, you will bring strong managerial and organisational abilities, and the interpersonal and communication skills necessary to forge good relationships. In assisting vulnerable tenants and promoting consultation with residents, you will help ensure that the needs of our customers are constantly met. In return we offer excellent training opportunities, membership of the local government pension scheme and season ticket loan (after a qualifying period). For an information pack please log on to our website and click on jobs. Closing date for applications: 22 July 2014 Interview: 6 August 2014 The TMO is an equal opportunities employer No Agencies Please 12