JOB DESCRIPTION. 3. To ensure the team provide benefits advice, signposting and an effective income collection service.

Transcription

1 JOB DESCRIPTION POST TITLE: Team Leader - Credit Control SECTION: Tenancy & Leasehold Services POST No. [If applicable]: DATE LAST REVIEWED: LOCATION: Within the London Borough of Hackney RESPONSIBLE TO: Team Manager - Income RESPONSIBLE FOR: 7 staff PURPOSE OF JOB: To manage a team maximising rental income and benefit uptake. To ensure that timely action is taken to minimise rental loss through ensuring full compliance with organisational policies and procedures. To develop the team to deliver a high quality effective and efficient customer focused service. To assist the Team Manager - Income with the overall co-ordination of the workload of the team. KEY ACCOUNTABILITIES: 1. To provide effective leadership to staff including line management, ongoing development through coaching, training and continuous performance reviews to a high standard. To set targets and monitor daily objectives and workload. 2. To ensure the team fully support customers as soon as they fall into arrears, appropriate repayment agreements are reached and where appropriate, enforcement action is commenced in compliance with Hackney Homes procedure and the preaction court protocol. 3. To ensure the team provide benefits advice, signposting and an effective income collection service. 4. To manage performance and provide direction and motivation to staff to meet targets set and ensure effective communication both within the team, external customers and other services within the division. 5. To ensure the team provides the highest level of customer care and comply with the service standards set, with a focus on ensuring tenancy sustainment and maximising Hackney Homes rental income stream. To give advice and support to customers in order to maximise their income and recovery of Hackney Homes rental income and other charges. Page 1 of 7

2 6. To ensure the team takes early action to minimise the development of debt and reassess customer s income and capital on a regular basis, amending charges and payment schedules accordingly. 7. To action and monitor escalated cases as appropriate, carry out cases audits and performance reviews. 8. To assist and support the team to provide high quality service to residents contacting to discuss rent issues, dealing effectively and courteously with all enquiries. 9. To expand Hackney Homes income maximisation support role and profile within the communities served and maximise the quality of our communication and contact with our customers. 10. To produce, distribute and update weekly rota s where required, to ensure the minimum staffing level is attained at all times. 11. To ensure the team is compliant with corporate standards in respect of responding to correspondence, answering telephones and dealing with complaints, ensuring all appropriate records and logs are maintained. 12. To develop key performance indicators for the team and to monitor and review performance against these indicators, ensuring targets are maintained and delivered. 13. To maintain up to date knowledge on changes in legislation, in order to meet changing legal obligations and implement best practice to improve services. 14. To recruit, develop, mentor, coach, train and support the team in all aspects of their work and personal development. 15. To be responsible for the team in relation to the planning and control of workload, overall performance and delivery against key performance indicators. To provide guidance and direction to ensure enquiries and requests are responded to within agreed timescales and to the required level of service. 16. To contribute to the development of a training plan for the Credit team to ensure the service provided is fit for purpose. To assist in the evaluation of the impact of the training. 17. To ensure that appropriate service plans and work plans are in place to achieve both successful service delivery and Hackney Homes objectives. 18. To ensure the team build effective professional relationships with customers, dealing with them at all times in an approachable, fair and sensitive manner and maintain this professionalism when an assertive approach is required. To have empathy and a good understanding of the issues faced by customers such as vulnerable people. 19. To deliver against key performance indicators, targets and objectives set and report to the Team Manager - Income in respect of service delivery. Page 2 of 7

3 20. To have a clear understanding of Hackney Homes policies and procedures, ensuring the team undertake actions in full compliance with these procedures. 21. To keep up to date on welfare benefit entitlements in order to give advice to customers on their eligibility for such payments and any changes in policy or legislation. 22. To ensure that systems are established to ensure that customer records are kept fully updated. 23. To make the full use of technology in order to maximise income and meet performance standards. 24. To develop strategies to ensure the team proactively undertake home visits to give welfare advice and in the pursuit of rent arrears. 25. To develop collaborative links with Hackney Council s Housing Benefit team, ensuring that information is supplied and verified to comply with the requirements of the Housing Benefits service. 26. To maintain relevant information systems and ensure data and records are managed effectively and controlled appropriately. 27. To deputise for the Team Manager - Income and to represent Senior Managers in post holder s own service area and specialisms of the post. STANDARD CLAUSES: 1. To actively promote customer care, value for money and performance management in own role. 2. To demonstrate a whole hearted commitment to the organisational values and culture. 3. To positively promote and represent Hackney Homes. 4. To promote an environment of continuous learning and improvement. 5. To consistently promote and apply equality and diversity, in line with Hackney Homes policy/ procedures and ensure that this is demonstrated and maintained throughout all areas responsibility. 6. To be aware of, and observe fully and promote, Hackney Homes policies relating to health and safety and risk management and best practice, throughout all areas responsibility. 7. The post holder will be expected to undertake such additional duties or responsibilities, consistent with the role and grade, as may be allocated. Page 3 of 7

4 8. Ensuring that equality impact assessments are completed for policy and service areas. SIGNATURES: JOB DESCRIPTION DISCUSSED AND AGREED SIGNATURE OF POST HOLDER.. DATE:. SIGNATURE OF MANAGER.. DATE:. Page 4 of 7

5 PERSON SPECIFICATION POST TITLE: Team Leader - Credit Control GRADE: PO1 DATE LAST REVIEWED: CRITERIA: Qualifications and Knowledge Requirements: 1. Experience of debt recovery. 2. Experience of working within a performance management environment. 3. Experience of dealing with difficult and aggressive customers. 4. Up to date knowledge of housing legislation, regulation, policy and practice, particularly on the welfare benefits system. 5. Experience of managing and delivering a high quality frontline customer focused service, both face to face and over the telephone. 6. Experience of developing teams that takes account of the needs of diverse stakeholder groups. 7. Experience of cross organisational working, adapting, developing and building team spirit with a diverse workforce. 8. Experience of gathering evidence which helps to suggest new ways of doing things, introduces change positively with seamless transition and minimal disruption. 9. Experience of developing and implementing strategies, policies, procedures and plans. TO BE TESTED AT: e.g. Short-listing (S), Test (T), Interview (I) S/ Page 5 of 7

6 10. Experience of setting, monitoring, achieving and exceeding targets. 11. Experience of contributing to and delivering service improvements that takes account of the needs of diverse stakeholder groups. Skills and Abilities: 12. Ability to interpret budgets and demonstrating an understanding of value for money. 13. Ability to manage, develop, enable, empower and motivate staff to achieve high performance. 14. Ability to develop effective working relationships with a range of both internal and external stakeholders at all levels. 15. Excellent written and verbal communication skills with internal and external stakeholders. 16. Ability to write clear, succinct reports and present complex information in a structured way appropriate to the needs of a diverse audience. 17. Ability to analyse and interpret complex information within own service area. 18. Ability to make decisions through the analysis of relevant information and risk assessment within own service area. 19. Ability to demonstrate creativity and initiative to problem solving and using resources effectively to find solutions. 20. Ability to effectively manage own workload and those of others to consistently meet deadlines and performance targets when under pressure. 21. Ability to use a wide range of software packages including Microsoft Office e.g. Outlook, Word, Excel and PowerPoint. S/ S/ S/I S/ S/T Hackney Homes Requirements: 22. Commitment to Hackney Homes core vision and values. I 23. Commitment to a culture of learning, development and empowerment across the organisation. 24. Wholehearted commitment to the principle of achieving equality of opportunity and celebrating diversity. I I 25. Commitment to team working. I Page 6 of 7

7 Other Special Requirements: 26. Occasionally represent the division and/ or Hackney Homes as required outside of normal office hours. I Page 7 of 7