Income Specialist Leasehold

**Reports to: Relationship Management
- Team Manager**
**Working in: Finance Pod
**Key Requirements:
1. A proven track record of reducing debt in income management roles

3. Experience with leaseholder debts including service charges and major works

4. Ability to effectively manage an evolving caseload

At Red Kite we don’t just work for our customers, we work with them. That’s one of the reasons why
we believe that building and sustaining great relationships is paramount to our future success. To do
that we need dedicated and empowered staff who are commercially savvy, but customer and
community focused.

**What we need you to do**:

- Effectively manage a portfolio of debts including leasehold service charge arrears, major

works, commercial rents and market rent homes
- Work collaboratively with your colleagues across the business to provide seamless services

that simplify the customer experience
- Maintain accurate records for all leasehold, commercial and non-residential assets
- Maintain an up to date knowledge of relevant legislation and good practice
- Ensure compliance with Red Kite’s policies and procedures, including health and safety,

equality and diversity and data protection
- Make good use of technology to streamline your work as well as encouraging customers to use

technology to self serve where possible
- Make sure that our customers inspire the design, delivery and outcome of everything we do
- Promote customer involvement and work with customer representatives to improve service

delivery and take full account of their needs
- Ensure our vision and values influence every aspect of our business
- **What you will be responsible for**:

- Supporting the Relationship Management
- Team Manager to develop an efficient and effective

operational approach to managing related debts
- Pro-actively managing income for a section of our customers, monitoring trends, negotiating

realistic repayment plans that take into account each individual’s financial circumstances
(current and former tenants), taking appropriate legal action as necessary
- Working with our Debt Collection partners to ensure that debts are pursued further where

appropriate
- Working as part of a team to ensure all information systems are maintained and updated so

that anyone in the team could pick up where you left off
- Producing and working from reports as required, challenging the norm to identify and

implement improvements to the way we do things

necessary
- Working hand in hand with the wider Relationship Pod to provide excellent and easy to access

customer services in line with our values and competencies

**Where you have come from**:

- Experience of working in an income and arrears function
- Knowledge of what good income management looks like is essential
- Knowledge of credit control or wider debt recovery techniques would be beneficial
- Experience of dealing directly with the public and delivering high quality customer care
- Somewhere you have built great working relationships and worked in partnership with staff and

other agencies in the social housing sector
- Evidence of a relationship management approach to your work with customers and an ability to

build and maintain excellent working relationships with external stakeholders
- Evidence of a pro-active risk management approach

**What our teams will see in you**:

- Commercially minded with a focus on our community and an ability to put yourself in our

customers’ shoes
- Someone with excellent written and verbal communication skills, who can handle pressure well
- A strong individual but a team player who is approachable and successfully achieves both

short term and long term objectives
- An organised individual that strives to provide the best possible service for our customers and

your colleagues who prioritises work to meet deadlines
- A team player who can work positively and flexibly in line with our values

**As a person, you will**:

- Have a ‘can do’ attitude to do something because its right, not because it’s easy
- Be competitive as well as supportive, with an ability to achieve results individually but also

bring out the best in your colleagues collectively
- Have a naturally uplifting personality and professional approach that rubs off on your

colleagues and customers, instilling confidence in all around you
- Be able to build and maintain excellent working relationships with our partners and customers

as well as other key stakeholders
- Always be up for a challenge, embrace change as a positive and value our desire to constantly

improve our services because you care about our customers, our communities and the
services we provide to them