Maximisation Manager

Job Purpose:

The purpose of this post is to provide operational direction and strong leadership to the housing management and financial support teams in the management of rent arrears, income maximisation and other tenancy associated debts. You will ensure the Association delivers value for money through effective management of tenancy debt. Operating within a strong performance culture, you will drive forward debt management service improvements through a culture of coaching, support, and collaborative management with other Operational Managers.

You will lead and develop high quality debt management procedures, strategies, and approaches in collaboration with the wider Housing Management Team to deliver great performance and shape services that put customers at the heart of service delivery.

The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below dependent upon the requirements of the organisation.

• The role will provide direct line management, leadership and support to the Financial Support Officers, ensuring high standards of performance, customer service and professional practice.
• Lead the operational delivery of effective debt recovery within the Housing Management Team and ensure a coordinated approach between income maximisation, financial support and tenancy sustainment activities.
• Manage the performance, attendance, wellbeing and development of Financial Support Officers through regular supervision, one-to-ones and coaching.
• Set objectives and monitor performance targets for Financial Support Officers, taking appropriate action to address underperformance and recognise good performance.
• Build capacity between the housing management and financial support teams to ensure that debt management and income maximisation processes strengthen performance across both teams. Audit and oversee rent accounts and identify any performance concerns to the Head of Housing and Communities.
• Provide one to one support and training to individual Housing Officers working with the Housing Managers to monitor performance of the Housing Officers in the management of arrears.
• Provide team wide training when required.
• Develop and review procedures and strategies to maximise income opportunities in relation to the management of tenancy debt.
• Deliver improvements in performance across the range of key performance indicators including the collection of current rent arrears, former tenant arrears and recharges.
• Be an effective role model for the team inspiring change, building excellence and the development of a performance and customer focused culture.
• Be the operational lead on tenancy debt management which will include identifying any changes in legislation, regulatory requirements, identifying good practice and ensuring that this is reflected in procedures and debt management processes.
• Bring in best practice from inside and outside of the housing sector and being actively outward looking.

• Lead and oversee the management of tenancy related debts.
• Ensure that financial support services are structured to meet the needs of the customer and delivered in an efficient and effective manner.
• Monitor and review Financial Support Officer caseloads and service outcomes to meet the organisations priorities and customer needs.
• Provide feedback to line managers on individual performance of Housing Officers in the management of tenancy debt and agree an improvement plan where there are issues or concerns relating to performance.
• Pa…