Income Team Manager - Local Operations

We have an excellent opportunity for an Income Team Manager - Local Operations to join our Housing Income Team based in East Anglia. In this role you will manage the effective delivery of income and welfare services at the Local Operations Team, ensuring that all services are delivered to an exemplary standard in accordance with the Income Services Operational Plan and budget to meet with wider aims of the Group. This role would suit someone who is proactive, results driven and customer orientated.

The role of Income Team Manager - Local Operations will include:

• Leading/managing the team including mentoring, coaching, recognising good performance and challenging areas of concern with individuals/team


• Managing the performance and delivery of high-quality income service, ensuring KPIs are achieved and all accounts are effectively managed


• Coordinating and distributing workload, and scheduling customer visits for the Income Team


• Undertaking audits and compliance checks on tasks completed by the team


• Proactively managing customer complaints and resolving complex queries, striving for customer excellence


• Reviewing arrears cases and approving legal actions like NOSPS, Court Possessions/Hearings Applications and Eviction processes and applications.


• Working in partnership with stakeholders, the local income advisory service and internal Housing team, Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.

We work closely with the Home Office in order to prevent illegal working.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.


• Literacy and numeracy equivalent to passes in GCSE English and Maths


• NVQ3 in Customer Service or Business Administration


• Degree, management qualification or relevant professional qualification preferably in a business related subject


• Institute of Housing qualification


• Experience in debt collection


• Comprehensive knowledge of relevant regulations, legislation, good practice and welfare benefits


• Proven experience of delivering high quality customer services


• Some experience of good practice resident involvement or customer participation activities and practices


• Experience in coaching, developing, managing and motivating staff
  
  Sanctuary Housing is one of the UK's leading social landlords, providing around 70,000 homes across England. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organisation, we reinvest any surplus we make back into the local communities we serve.
  
  As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:


• 25 days annual leave (rising to a maximum of 30 days) plus public holidays


• A pension scheme with employer contributions from Sanctuary


• Life Assurance


• Employee Advice Service including counselling.


• Cycle to Work scheme.


• Voluntary health plans


• Employee discounts


• Wellbeing support and tools


• Employee recognition scheme


• £39,543 per annum (rising to £41,624 per annum after 12 months, subject to satisfactory performance)