Income Manager (General Needs) in Carlisle

Job Title

Income Manager (General Needs)

Contract Type

Permanent

Salary

£55,418.93 per annum (£61,251.50 achievable after 12 months of successful performance)

Working Hours

35 hours per week

Working Pattern

Monday – Friday

Location

Carlisle, Cumbria; Irvine, North Ayrshire; Leicester (Hybrid)

Role Overview

In this role you will deliver an effective Income Management service in general needs housing throughout the UK, ensuring high‑quality customer service and supporting the Head of Income Management to embed a balanced culture of income protection and tenancy sustainment through prevention, early intervention and recovery strategies.

Responsibilities

• Provide a high‑quality total debt management service, developing and implementing operational objectives to underpin the Income Management Strategy through prevention, early intervention and effective arrears recovery strategies.
• Ensure prompt and effective outcomes in accordance with policy and procedure, applying the right intervention at the right time in collaboration with Early Intervention Officers, Housing Services and Tenancy Sustainment Services.
• Support the Head of Income and other Income Managers to deliver excellent services to tenants and customers, presenting innovative income management solutions with a focus on customer engagement and support.
• Manage performance of the Income teams, ensuring a quality service during agreed operating hours, deploying resources effectively and developing targets, key performance indicators and service level agreements; address underperformance promptly using relevant HR policies.
• Own and champion the Performance Management Framework, cascading collective goals and targets to Team Leaders and individuals and measuring performance consistently against agreed standards.
• Work with training and quality colleagues to ensure all team members receive appropriate training and learning objectives are achieved.
• Analyze relevant data (including management information) with the Income Excellence Manager and Income Analysts to identify improvements to business processes.
• Collaborate with the Income Excellence Manager to implement and continually review effective internal business processes supporting the Delivery of the Income Management Strategy.
• Ensure proposed improvements are agreed and endorsed by involved residents, incorporating their feedback in line with the Together With Tenants charter and change management protocols.
• Conduct regular reviews of the Income Management service, benchmarking against high performers to deliver best practice and continually improve the service using feedback from internal and external stakeholders.
• Manage internal and external stakeholders effectively, building constructive relationships and creating an inclusive, supportive and professional environment.
• Work with the CX team to investigate service failures and complaints, embedding learning to prevent escalation and improve services.
• Provide complex advice and guidance to colleagues, including the Head of Income Management, handling difficult or complex queries, escalated enquiries and complaints.
• Review and be accountable for service information published to stakeholders, determining the most appropriate method of communication.
• Collaborate with the management team to ensure effective delivery of the wider service.
• Ensure all data protection and health and safety requirements are met in accordance with Group policy and statutory requirements.
• Deputise for the Head of Income Management, Income Homeowner Manager and Income Excellence Manager as required to ensure effective cover of duties.

Qualifications

Essential

• Experience of leading and managing teams within a housing environment and debt collection call centre.
• Experience of successfully leading, managing and motivating teams, including remote and agile performance management and managing key services in a complex multi‑site organisation.
• Proven track record of stakeholder management, both internally and externally.
• Up‑to‑date knowledge of legislation, regulations and standards relating to social housing, income management, welfare reform and Universal Credit.
• Results‑driven with strong analytical skills and experience of providing meaningful management information; commercially aware with a focus on continuous improvement and change.
• Customer focused, with excellent written and verbal communication skills and the ability to work at all levels in the business.
• Excellent attention to detail, ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
• Living Riverside values.

Desirable

• Experience of using housing management / income collection ICT systems.

Benefits

• Competitive pay & generous pension
• 25 days holidays plus bank holidays
• Flexible working options available
• Investment in learning, personal development and technology
• A wide range of benefits

Additional Information

• Travel may be required to other locations to support teams in Camden, Dartford and elsewhere.
• The role will be exposed to sensitive information; confidentiality must be maintained at all times.
• Flexibility to work during hours of operation is required.
• Commitment to equal opportunities and the promotion of non‑discriminatory practices in all aspects of work.

Diversity and Inclusion

Riverside is inclusive. We value diversity in all its forms, fostering a workplace where all individuals are respected, empowered and heard. This role also falls under our Ethnic Diversity guaranteed interview scheme – if you are ethnically diverse and meet the minimum criteria, you will be guaranteed an interview.

About Us

Riverside is one of the UK’s leading not‑for‑profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We provide supported housing services, particularly for those affected by homelessness, and have plans to build over 15,000 affordable homes in the next decade.

Our Values and Behaviours

Creating an inclusive environment, enhancing the everyday for all our customers, and revitalising communities for over 90 years.