Job Title: Income Manager (Home Ownership)Contract Type: PermanentSalary: £52,468 (£57,990 is achieved after 12 months successful performance in the role)Working Hours: Full Time – 35 HoursWorking Pattern: Monday - FridayLocation: LeicesterIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.The difference you will make as a Income ManagerYou will be responsible for income collection across our leasehold, shared ownership and market rented homes throughout the UK. Champion a strong ethos of partnership working to support strategic goals and support the Head of Income Management to embed a balanced culture of income protection and tenancy sustainment through prevention, early intervention and recovery strategies.About youWe are looking for someone with:

Up to date knowledge of legislation, regulation and standards relation to social housing and income collection across all homeowner tenure types.
In-depth understanding of tenancy and homeowners’ arrears recovery processes, tenancy support and sustainment.
Proven track record to delivering continuous improvements to performance in a remote and agile way across a complex multi-site organisation.
Strong understanding of service charges and rents and how to defend such disputes.

Why Riverside?At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.Working with us, you’ll enjoy:

Competitive pay & generous pension
28 days holidays plus bank holidays
Flexible working options available
Investment in your learning, personal development and technology
A wide range of benefits

Diversity and Inclusion at Riverside:We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.Applications may close before the deadline, so please apply early to avoid disappointment.Role Profile

Maximise Riversides’ income through effective collection of homeowner rent, service charges and other income owed by residents and former residents by effectively managing the recovery process and litigation.

Lead, motivate and engage the Income Homeowner team to delivery of a high-quality total debt management service, developing and implementing operational objectives to underpin the Income Management Strategy through prevention, early intervention and effective arrears recovery strategies.

Responsible for the management of all the leasehold, shared owners, freehold owners, and market rented property accounts. Ensuring early intervention on arrears and progressing through to eviction as required in line with policy and procedures.

Supporting the Customers Charges team with service charge and rent queries, disputes and refunds. Ensuring relevant financial controls are in place and adhered to.

Ensuring policies and processes are followed to deliver a continuous improvement in performance.

Ensure the team provides an excellent, knowledgeable and professional customer service to all customers, colleagues and stakeholders, learning from complaints and focusing tenancy sustainment.

Responsible for the development and effectiveness of the team through regular support, supervision, appraisals, and team meetings. Where appropriate address underperformance disciplinary matters, sickness or capability.

Proactively contribute to the development of income management policy and practice across the whole team and to the wider Directorate and Customer Services Priorities.

Manage the performance of the team to deliver targets set for Homeowner arrears and any relevant corporate objectives, ensuring a high-quality service is delivered.

Own and champion the Performance Management Framework for the service ensuring that collective goals and targets are cascaded to Team Leaders and individuals, ensuring frequent and consistent measurement of performance against agreed standards.

Be a pro-active champion of the values and business transformation initiatives. Work with training and quality colleagues to ensure that all colleagues received appropriate training in all aspects of their roles to effectively delivery the service, testing that...

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