Customer Account Manager (Permanent, Full Time, 35 Hours)

Look Ahead Care and Support
London (Greater)
£30,000 - £39,999
28 Nov 2018
11 Dec 2018
Contract Type
Full Time
Recruiting a Customer Account Manager in Westminster!

Look Ahead provide a range of Housing Management Services across a variety of accommodation based settings. The Customer Account Manager will manage a team of housing officers and will oversee our Supported Housing (non hostel/high needs), Temporary Accommodation and also the unsupported and stock.

This function will provide housing management to individuals with either low or no support who are typically on Assured and Assured Shorthold Tenancies. It is expected that the manager and team fulfil both a neighbourhood and income collection function for Look Ahead. Working from both our Head Office and services, the role will ensure that appropriate estate inspections and tenancy audits are carried out and will ensure that any vulnerable customers not receiving support are linked into appropriate services wherever possible.

The Customer Account Manager will work closely with the project/compliance managers in the property asset team to support delivery of key investment programmes including landlord compliance and enable access where this proves challenging. Where tenants are not complying with the terms of their tenancies, Customer Account Manager will ensure that appropriate management plans are followed including the escalation to court proceeding as appropriate.

Where units are not linked to specific contracts/ local authorities the Customer Account Manager and Team will work closely with colleagues in Operations and Business Development to ensure units are freed for appropriate alternative use or made available for nominated move on under the nominations policy procedure.

Management and Leadership Accountabilities

* Promote a culture that allows for service improvement whilst acting as a role model for Look Ahead’s values and behaviours
* Provide effective leadership to housing officers and wider operational colleagues
* Ensure that all resources are utilised effectively and deliver best value when overseeing work in your area of responsibility
* Develop positive relationships across the directorate and wider organisation and ensure approach is in alignment with the mission, vision, and strategic objectives
* Perform any other duties as reasonably requested by your employer

Income Collection

* Reporting to the Head of Housing, the Customer Account Manager will be required to analyse data and produce reports to evaluate the organisation’s income collection performance. This to include escalated customer cases, with specific analysis on the reasons behind any increases or any other reports as required

* Responsible for championing and promoting the use of Income Collection policy and procedure with contract managers, providing guidance and support where required
* Monitor and enforce compliance with Look Ahead’s Income Collection policy and procedure, specifically with Housing Officers and Supported Housing Operations colleagues
* Lead the team of Housing Officers to reduce the overall level of current and former tenant arrears within services of responsibility
* Responsible for dealing with escalated cases of arrears for individuals and/or underperforming services
* Ensure that all housing management systems are kept updated regarding Income related and customer profiling matters and that customer files are being maintained appropriately
* Responsible for coordinating the collation of FTAs for referral to write offs or debt collection agencies
* Delivery of annual rent increases within required timeframes, including ensuring legal obligations to notify customers are met, relevant departments such as HB and DWP are notified and new payments implemented, Direct Debit payments are amended and informing Operations staff of new charges
* Review and approve legal action in relation to rent arrears and authorising permission requests from Housing Officers for Landlords

Neighbourhood Management

* Monitor and authorise the use of solicitors for income related legal action, keeping within budget and aiming to reduce legal fees
* Work closely with Hostels and High Support Manager to ensure the smooth and effective delivery of housing management services
* Support Operations teams on any neighbourhood management issues.
* Work with the Voids Co-ordinator to manage the Voids process and co-ordinate the attendance of a neighbourhoods representative to non-staffed/supported properties
* Developing and improving programmes and schedules of tasks for the team, including estate inspections, void inspections and pre and post inspections
* Manage specific cases of Anti-social Behaviour, working closely with colleagues in Operations to ensure that action is taken swiftly and in accordance to the organisation’s ASB Policy and Procedure
* Liaise with the Income Manager to ensure efficient resource allocation across all of Look Ahead’s stock and Housing and Property Services’ responsibilities
* Lead on Tenancy action for all non-arrears related matters, advising Contract Managers on the details of Look Ahead’s Occupancy agreements
* Manage the processes with the different landlords on permissions for legal action and also maintenance responsibilities
* Leading and overseeing any decants of properties

Management and service development

* Leading on the relationship with Operations, raising the profile and importance of housing management and income collection
* Setting and Managing the budgets for all of Look Ahead’s non Supported and TST properties
* Oversee the implementation of new supported housing services from a housing management perspective, ensuring that the relevant training is provided to new staff members and that all relevant systems and stakeholders are updated
* Co-ordinate and design any training related to housing management systems, the Income Collection Procedure and income maximisation
* Develop relevant policies and procedures in line with organisational and regulatory changes
* Carry out management duties for direct reports including one to ones, staff appraisals/personal development plans, identify training needs, performance management and monitoring absence
* Any other duties as reasonably can be expected of the post holder

This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead

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