Delivering the comprehensive management of a debt recovery service with a full end to end resolution approach. Doing so through adopting a logical, problem solving and proactive approach, demonstrating self-reliance, resilience, confidence and initiative.
Key Responsibilities / Deliverables: What major activity or function does this role undertake (7±2)
Main Accountabilities: Time(%)
Leadership, Management and customer service
* Deliver a customer focussed Income Service which embraces values and culture 5%
Strategy and achieving objectives
* Managing your own portfolio of accounts, ensuring within your customers there is a reduction of arrears, cash collection performance is maximised and bad debt minimised, using all available communication methods.
* To confidently deliver and make reasoned decisions in relation to effective portfolio management, balancing the need for a high pace of delivery with appropriate level of quality
* Independently working to provide the effective account resolution of high level arrears and tenancy issue related cases in a timely manner and to a clearly defined standard
* Taking enforcement action including processing court applications & able to represent at Court as and when required (which may be at very short notice).
* Embrace and uphold the culture, values and behaviours that make up the L&Q way.
* Contribute with energy and enthusiasm to Income strategy, Department Plan, Policy & Procedures, 121's and Team Meetings.
* Contribute to the achievement of your objectives whilst operating in line with company values and delivering excellent customer service
* Being able confidently make reasoned decisions in relation to effective portfolio management, balancing the need for a high pace of delivery with appropriate level of quality
* Undertaking a range of administrative duties and business processes as required to fulfil the duties of the role 35%
Working with others - internal
* Represent Income Management to other internal stakeholders creating effective professional relationships
* Building strong internal relationship enabling you to deliver on account issues and customer promise 5%
Working with others - external
* Liaise with a range of internal and external agencies to resolve debt management issues
* Investigation and support of housing benefit or universal credit claims
* Work collaboratively with key stakeholders and partners (internal and external) being the first point of contact for the Trust for residents and other external parties
* Represent the public face of L&Q Income Management to residents, third-party agencies and Court, DWP and Local Authorities 10%
Budgetary responsibility
* None 0%
Compliance
* To take legal action to recover debt as appropriate in line with policy and expected timings including the management of legal cases and representing
* Attempt all options to recover arrears before evicting resident
* To work within principle of 'safeguarding being everyone's business' and respond accordingly and in-line with L&Q's safeguarding policies, should you have concerns about a child or adult at risk. 23%
Records and Systems
* Maintain accurate records of all transactions and communication contacts with each resident on Tallyman
* Maintain accurate records and the effective management of D365
* Ensure the accuracy, validity and completeness of any account involved in legal action 20%
Operational Risk
* Escalate any potential threat to the operations of the department
* Assist in the development of Income Collection policies, procedures and working practices to minimise operation risks and to maximise income collection. 2%
Financial Responsibility: Enter below any revenue, operating or capital budgets for which the role is accountable (individually or as part of a team). Can include the market value of the work being directly undertaken by the role.

People Responsibility: The number (average or range) of employees that the role has supervisory / management responsibility for.
Direct Reports Indirect Reports
Total Employees 0 0
Please list below any outsourced service providers that are managed by the role (e.g. payroll), or any functional / project management responsibilities that means having work management responsibility over people (internal/external).
* None
Technical Knowledge/Skills: Those required to successfully perform the job role (max 12); including a requirement for academic, vocational or professional qualifications
* Excellent business ethic with the ability to respond positively to challenges - essential * Well-developed questioning, listening, influencing and negotiating skills - essential
* Able to work on own initiative and to meet agreed targets by prioritising and utilising your excellent time management skills - essential * Exceptional communication and customer service skills - essential
* Flexible and adaptable in an ever-changing environment - essential * Self-motivated with excellent organisational skills, able to prioritise tasks based on importance and urgency - essential
* Experience of working in a fast paced and challenging environment with a performance driven work ethic - essential *

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