Rents Manager-fixed term 12 months maternity cover in Teddington

Responsibilities

• Develop, implement, and continuously improve effective arrears prevention and recovery strategies to maximise rental income.
• Monitor income performance, including current and former tenant arrears, trends, and risks, providing regular performance updates against key performance indicators (KPIs).
• Take proactive and timely action where performance targets are not being met.
• Oversee arrears collection systems and the rents call queue, resolving operational issues as they arise.
• Lead, motivate, and manage the income team through regular catch‑ups, performance reviews, and ongoing guidance to deliver high collection performance.
• Set individual and team performance targets, carry out appraisals, and support continuous professional development.
• Identify training and coaching needs to support staff development and improve service delivery.
• Review case management and call quality, identifying risks and areas for improvement to ensure high standards of customer service and first‑contact resolution.
• Work closely with internal teams including Housing Management, Finance, Repairs, and Customer Services to resolve tenancy and repairs issues affecting rental income.
• Build effective relationships with external partners such as local authorities, support services, and welfare agencies to reduce arrears and prevent homelessness.
• Represent the organisation at external meetings and forums relating to income collection, welfare, and housing issues.
• Review rent and income‑related policies and procedures, ensuring compliance with regulatory standards, legislation, and best practice within social housing.
• Review and authorise requests for tenancy changes, rent adjustments, and other income‑related administrative actions.
• Conduct complaint investigations and prepare responses in line with organisational standards and timescales.
• Ensure services are delivered in a customer‑focused, fair, and consistent manner.
• Carry out any other duties as required to support the delivery of excellent services to residents and the wider organisation.

Qualifications & Experience

• Experience of managing staff; leading and motivating teams to deliver excellent customer service outcomes and performance targets in a comparable environment such as sales, rent, or income collection.
• Strong use of data performance metrics and KPIs to analyse performance, identify trends, and drive service improvements.
• Experience of using CRM systems (or equivalent), digital platforms.
• Knowledge of social housing possession proceedings/legislation.

Desirable Qualifications

• A relevant housing qualification (e.g. CIH Level 4 or above) or equivalent demonstrable experience.

Key Behaviours

• Role modelling our values: We know our stuff / We make it happen / We care.
• Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people's unique perspective.
• Communicating passionately and authentically across different channels, adapting style and methods to meet the needs of a diverse range of customers and colleagues.
• Demonstrating great people skills to build confident, collaborative relationships.
• Effectively planning and prioritising by focusing on the things that will make the biggest difference and building trust by doing what you say you will.
• Taking personal accountability for ensuring RHP Group remains a great place to work.
• Being self‑motivated and able to work without close supervision by working in an organised, methodical way with excellent attention to detail.
• Providing your team with regular high‑quality feedback and using coaching to bring the best out of people.
• Being confident and assertive in dealing with challenging behaviour and situations.
• Showing great judgement when faced with ambiguous, complex or conflicting information by making wise decisions and solving problems without overcomplicating things.