Job Description
- Develop, implement, and continuously improve effective arrears prevention and recovery strategies to maximise rental income.
- Monitor income performance, including current and former tenant arrears, trends, and risks, providing regular performance updates against key performance indicators (KPIs).
- Take proactive and timely action where performance targets are not being met.
- Oversee arrears collection systems and the rents call queue, resolving operational issues as they arise.
- Lead, motivate, and manage the income team through regular catchups, performance reviews, and ongoing guidance to deliver high collection performance.
- Set individual and team performance targets, carry out appraisals, and support continuous professional development.
- Identify training and coaching needs to support staff development and improve service delivery.
- Review case management and call quality, identifying risks and areas for improveme...