Job Description

Here at NCHA we have a fantastic opportunity for the right person to join as Customer Accounts Team Leader, based in Clifton, Nottingham.

The Customer Accounts team vision is 'We will help you to maximise your income and provide tailored money advice when you need it. We'll empower you to take control of your finances, with budgeting advice that helps you to keep your home'.

The Customer Account team's goals

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We provide a customer-focused and tailored income collection service which minimises rent, service charge and other income loss through effective and consistent management of tenancy, licence and leaseholder arrears, charges for commissioned services, former tenant arrears and sundry debts by both supporting our customers and maximising income for NCHA.

We aim to prevent customers from falling into arrears and where arrears exist, to use all effective means to recover the debt. As a last resort NCHA will enforce possession proceedings for non-payment of rent. We tailor our service for all new claimants to UC to ensure they are supported to claim, maximise their claims and ensure housing payment responsibilities are met to promote tenancy sustainment as well as referrals to further support where needed.
As the Customer Accounts Team Leader, you will use your existing skills and experience to line manage members of the team to assist maximising income collection, addressing performance issues and providing guidance on individual cases. The service aims to meet agreed service standards to minimise rent, service charges and other income loss for our customers through effective and consistent management of tenancy, licence and leaseholder arrears, charges for commissioned services, former tenant arrears and sundry debts maximising income. You will empower your team to meet performance targets, including targets related to Universal Credit claimants. Embed a culture of consistent income recovery practice, patch ownership for all tenures and arrears levels, tenancy sustainment and proportionate decision making. You'll help in the recruitment, induction and development of team members; develop and sustain effective internal and external relationships with customers, key stakeholders, relevant agencies, local authorities, solicitors and counsellors; promoting a positive profile of the Customer Accounts Team and NCHA.

The ideal candidate will have an understanding of the current challenges facing our sector as well as experience of working in an income collection environment.

Are you a team player, driven, with a can-do attitude? You might just be our next Team Leader.

Working Hours

35 Hours a week working week: Mon - Fri. You will need to start at 8am on Wednesday.

This role is a hybrid position allowing you to work from home 2 days a week. Head Office is based in Clifton.

USEFUL TOP TIPS:

1. You will need to attach a CV in order to apply for this role.

2. All correspondence will be via your registered email address.

3. View the full Role Profile in the document tab at the top of the page and refer to the Person Specification section of the Role Profile to complete your application - show us why you are suitable!

4. For more information about NCHA, please refer to the attached 'Helping Our Customers'- get a better idea of what we do across the organisation!

To apply, Click the Apply Now button at the top of this page Looking forward to receiving your application!

Please note that we are not currently offering visa sponsorship.

Did you know NCHA was officially ranked as one of the UK's best places to work? This year, we were officially ranked as such by Great Place to Work UK, as well as being classed as one of the Best Workplaces for Wellbeing(TM), and the Best Workplaces for Women(TM) of 2024. Take a look at our working life, benefits, and values, to see why 77% of our colleagues say it is a great place to work.

Job Types: Full-time, Part-time, Permanent

Pay: 38,394.00-43,232.00 per year

Benefits:

Additional leave Bereavement leave Company events Company pension Cycle to work scheme Employee discount Free parking Gym membership Health & wellbeing programme On-site parking Paid volunteer time Referral programme Sick pay Store discount
Work Location: In person

Reference ID: NTX1148772