JOB DESCRIPTION. Housing and Adult Social Services

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1 JOB DESCRIPTION POST TITLE: GRADE: SECTION: REPORTS TO: MANAGES/SUPERVISES: Income Recovery Team Leader PO2/3 Housing and Adult Social Services Income Recovery Manager Income Recovery Officers INTRODUCTION Team Leaders will be responsible for supporting the Income Recovery Manager on service policy and strategy development implementation, and also where appropriate statutory and professional accountabilities, as well as commissioning services. Team Leaders will be responsible for the budgets relating to their area of responsibility. Team Leaders will be responsible to the Income Recovery Manager for achieving agreed performance outcomes and standards, which will be reviewed at least, on an annual basis. PRIMARY JOB FUNCTION To manage and direct the performance of an Income Recovery Team. This will include the management of rent arrears, co-ordination of court activities and liaison with Housing Benefit. This includes the day-to-day supervision of Income Recovery Officers and Income Recovery Assistants. KEY AREAS 1. Managing Services To deputise for the Income Recovery Manager where necessary and appropriate. To assist the Income Recovery Manager in setting the annual service plan key objectives for the team, and to ensure that they are achieved, including the monitoring of performance so that standards are attained. To be responsible for the effective and efficient provision of a rent collection service. This will include effective management of all levels of arrears; ensuring collection rates are maintained at the requisite target, that legal action is used only where necessary. This will include liaison with support services and Housing Benefits to achieve these objectives.

2 To be responsible for the prompt and efficient collection of arrears, ensuring systems are in place to achieve this. To provide the relevant statistics and performance management reports on the activities of the team as required. Devise and promote mechanisms for implementing and monitoring rent arrears procedures as well as individual performance against targets set ensuring appropriate corrective action is taken where necessary. To ensure that a prompt, courteous and helpful response is given by staff when dealing with queries from or initiating contact with, service users, their representatives or outside agencies. To deal with complaints and enquiries and ensure that they are dealt within target timescales and that due consideration is given to the quality of responses. To review existing protocols and arrangements with other service areas- notably Housing Benefits and Legal Services. Ensure appropriate welfare benefit advice and support is available for staff to access on behalf of tenants. Assist the Income Recovery Manager as required in devising and developing procedure manuals for each aspect of work. To establish the highest professional standard within the team in accordance with Islington policy, and to monitor service delivery to ensure that the required standards are maintained and that timely and appropriate action is taken where necessary. To ensure that proper liaison and monitoring arrangements are set up with other parts of the service, other departments and also contractors responsible for the provision of services within the area. This will include legal services, social services, Housing Benefits, IT and Finance. To ensure that where appropriate problems are tackled and remedial action is taken. To implement action plans and a problem solving approach to tackling specific issues. This will include partnership working where appropriate with internal and external agencies, including the Police, in line with agreed protocols. To provide line managerial responsibility for Arrears Officers, Assistants and other staff designated to you. This includes the organisation of working arrangements, the adequate provision of equipment and materials and all relevant matters associated absence monitoring, conduct and discipline of staff within the section. To provide training where appropriate to staff within the rent arrears teams and other sections/departments as appropriate.

3 To work closely with other Team Leaders within the area, providing day to day supervision in their absence and ensuring adequate cover arrangements are in place for the provision of services across the whole section. To liaise with the Customer Services Manager, Income Recovery Manager on the provision of administrative and support services to the Arrears Collection team. To be responsible for managing effective staff development within the team, including induction, supervision, training and appraisal. To liaise with senior staff within the department and Council, with members, Board Directors, residents and their representatives and other agencies on issues affecting performance and service delivery. To attend committee meetings, tenant forum meetings and any others as may be required outside working hours. To assist in drafting of reports on relevant matters as required. 2. Managing Finances To ensure that the services provided within the Income Recovery Team are provided in a cost effective and competitive manner and in accordance with the Annual Service Delivery and Business Plan. To monitor and control the team s budgets including staffing in accordance with Islingtons Policy, Finance Regulations and Standing Orders. 3. Managing Communications and Information To lead the arrears collection team in such a manner as to ensure that good public relations are maintained at all times. To ensure that the services provided are clear, accountable and responsive to the needs of the customer. To represent at appropriate meetings both within Islington and outside, acting as an ambassador for Islington Council in order to enhance Islington Council performance, reputation and image. To assist in the production of information in a clear and understandable format, including the use of ethnic minority languages, as appropriate.

4 4. General. To recruit suitable staff and develop staff within the team and ensure that conditions exist for the Islington s employees to grow and learn in a confident, learning environment. To ensure that the requirements of all relevant Health and Safety legislation, including risk assessments, and Islington s relevant policies are fully observed by staff within the team. To ensure that a safe working environment is provided for all employees in the team. This includes ensuring that relevant health and safety matters are included as part of the induction of any new employees. To use and assist others to use Information Technology systems, including word processing, to carry out duties in the most efficient and effective manner. To ensure that services provided are appropriate to the needs of the service users, particularly disadvantaged groups, in accordance with the Islington s Dignity For All Service Delivery Policy. To perform any other reasonable, minor and non-recurring duties appropriate to the post, including undertaking project work as determined by the Income Recovery Manager or Head of Service. Post holder Declaration Name Signed: Date:

5 PERSON SPECIFICATION The person specification is a picture of skills, knowledge and experience required to carry out the job. It has been used to draw up the advert and will also be used in the short-listing and interview process for this post. You should demonstrate on your application form how you meet the following essential criteria. Department: Income Recovery Section: Housing and Adult Social Services Post Title: Income Recovery Team Leader E1 E2 E3 E4 E5 E6 E7 Grade: PO2/3 REQUIREMENTS EDUCATION and EXPERIENCE Proven experience in Public Sector Housing including proven years experience in estate/tenancy management. Experience of working in, and delivering services to, a multi-cultural community. KNOWLEDGE, SKILLS and ABILITY Ability to supervise and manage a team of staff providing rent arrears recovery services including conduct and discipline. Ability to demonstrate a commitment to the provision of high quality services within the provisions of Islington s Equality and Diversity Strategy Ability to think creatively in order to anticipate and solve problems, and to take corrective action where necessary. Knowledge of current legislation and issues affecting the provision of Public Sector Housing. Ability to set and meet performance targets and to provide adequate monitoring arrangements to achieve these. E8 Ability to contribute to Islington s Best Value objectives and reviews. E9 E10 E11 Ability to undertake the client monitoring role for contracts affecting the service e.g. legal services, allocations, voids contractors, supporting people services, etc. Ability to adopt a flexible approach to team working, be self-motivated and to be able to demonstrate an ability to work on your own initiative. Ability to liaise effectively with Officers, Tenants and Residents Associations, Council Members, Consultative Housing Panels and outside organisations. E12 Ability to attend evening meetings and assume out of hours commitment as necessary. E13 Ability to ensure effective use of information technology, including word processing, in order to input and extract information. /T* /T /T

6 E14 Ability to appraise staff and oversee their development and training. E15 Ability to organise responses to correspondence from tenants and leaseholders (and their representatives), members and other bodies, and to produce reports on estate management and performance related matters. E16 Ability to deliver a service within the context of tenant consultation. E17 Ability to meet performance targets E18 Ability to demonstrate accountability and a positive attitude to your responsibilities as an employee of Islington Council. COMMITMENT TO EQUAL OPPORTUNITIES E19 Ability to adhere to the Council s Dignity for All policy. E SPECIAL REQUIREMENTS (Delete or amend as appropriate) E20 This post requires an enhanced level of Criminal Records Bureau (CRB) Disclosure E= Essential D= Desirable E *Assessed by: A= Application I= Interview T= Test

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