We have an exciting opportunity for an Assistant Income Manager to be responsible for the day to day supervision of the Income Team's Advisors, ensuring the operation of a comprehensive, customer focused service that maximises income to Freebridge, in accordance with legislation and policy.
We are passionate about empowering our people to be the best they can be and are committed to a culture of inclusivity where colleagues are "free to be me". Not only this, but we aim to put our people first by offering hybrid/agile working (dependant on position), a great pension scheme (up to 12% employer contributions!) and many other benefits which show our appreciation for the hard work that everyone puts in here. We each work to our Freebridge Values; Belong, Own It, Think Customer, One Team One Purpose and Be the Change.
In line with our five-year strategy, which we are now in the fourth year of, we are looking to build 750 new homes by 2026! This five-year strategy will drive us towards our long-term ambitions for the next 10-20 years and these first five years will be critical in laying the groundwork, investing in properties and people, hitting new targets and really making a difference.
Freebridge Community Housing is the largest provider of housing in West Norfolk, set up in 2006 to receive the transfer of homes from the Borough Council of King's Lynn and West Norfolk. Today, we own and manage around 7,000 homes across West Norfolk, making a difference to thousands of customers within communities across an area of almost 550 square miles. We have an annual turnover of £30m and employ well over 200 people, including our own Property Services team. Over the last 14 years, there have been numerous achievements, not least delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living.
Requirements
- Monitor team workloads and performance against corporate targets, policies and service standards, ensuring compliance and instigating remedial action where required
- Monitor Income Advisor casework to ensure compliance with legislation and procedure, reviewing and addressing all exceptions to the documented case escalation process through monthly in depth casework quality checks
- Support the Tenancy Advisors and customers to sustain tenancies effectively, by ensuring the appropriate referral of vulnerable customers to the Tenancy Support service
- Oversee the collation of all legal case files and supervise the communication with external legal firms, to ensure that the team comply with the Civil Procedure Rules and Pre Action Protocol at all times
- Identify ways to improve and develop working practices and procedures, and work as directed by the Housing Operations Manager to implement these with the team
Knowledge and Experience
- Proven experience within a customer service environment, in a capacity which involved face-to-face interaction with customers, resolving difficult issues and with supervisory responsibility
- Proven experience of directly supervising a customer facing team dealing with complex and challenging customer needs
- Working knowledge of housing law in relation to enforcement & debt recovery
- Experience of working within a rent collection setting is desirable
- Comprehensive knowledge of Housing and Welfare Benefits
Benefits
- £33,826.87 per annum
- Full time of 37 hours a week, Monday to Friday
- Hybrid Working
- Great Pension Scheme
- Full access to an Employee Assistance Program
- Customer focused, team working environment
- Employee discount perks including 100s of high street discounts
- 25 days holiday + bank holidays (rising to 30 days after 5 years)