Felicity Roper Email & Phone Number

Liverpool, England, United Kingdom

Manage the delivery of the Former Tenant Arrears Team for the whole of the Riverside Group in accordance with Riverside’s policy and procedures. I carry out analysis of team data identifying improvements to individual performance and business processes, escalating findings to my Director on performance against targets and key performance indicators as appropriate, and agreeing action plans to address underperformance.

Liverpool, England, United Kingdom

Lead, develop and motivate the Former Tenant Arrears Team ensuring the provision of a high quality, effective arrears collection service providing clear direction, regularly reviewing work outputs, setting improvement targets and appraising individual performance. I proactively manage the performance of the team, resources are deployed effectively and standards, targets, key performance indicators and service level agreements are communicated, understood and adhered to by team members, dealing with underperformance appropriately.

Liverpool, England, United Kingdom

To assist in the recovery of former tenant arrears arising from unpaid rent, court costs and other charges using my strong customer service and negotiation skills to successfully persuade and influence others to ensure the team targets are achieved. With targets in mind I am always focused on the customer and work with them and other agencies to find the best solution to their problem which often results in them finding a new home with Riverside. My current role is very results driven working to tight deadlines in order to meet payment targets and continuously push the team to improve. I motivate, encourage and delegate task reducing cost and time to focus on cash collection targets. In order to achieve these targets I am continually thinking of new methods of working and developing old ones to ensure the team is successful.

Liverpool, England, United Kingdom

Project support assistant for 16-25 year old disadvantaged and vulnerable young people. My role was to manage all aspects regarding voids and re-lets within Riversides target dates. This involved organising and conducting move ins, void inspecting and following our local exit procedure all within the KPIs set by the business. This was a new role to the project which I developed into my own continually updating processes and transforming manual systems to IT enabled solutions using Excel and other Microsoft Office applications. This improved efficiency and enabled me to keep a successful, logical, system that was used to produce meaningful reports for management and contribute towards the business requirements of the hostel. I liaised with a variety of key stakeholders to ensure that the residents were fully supported during their time including offering benefit advice to residents to maximise their income by successfully writing appeals and funding applications assisting in collection of rent keeping arrears as low as possible.

Liverpool, England, United Kingdom

Support worker for 16 to 25 year old disadvantaged and vulnerable young people. My role was to support residents to learn the skills to live a positive independent life; assisting to find a home of their own and manage a tenancy once they have the skills and confidence to move on. I relayed heavily on my judgement and experiences to make effective decision and positively influence my service users to make good life choices. I assisted service users with help into training, education and employment, set achievable personal goals and targets as part of their support plan, and provide a listening ear when needed. I regularly hosted resident involvement projects that often included outside agencies involving the residents in the outside community. Every resident had a support plan to follow which included a risk assessment that were updated when needed and also at regular reviews to prevent them from harm and assess any risks before they happened.

Liverpool, England, United Kingdom

Property Administrator for the Homeless Prevention Floating Support Service. I was the first point of contact for all potential clients, external agencies and current clients. I would offer telephone advice and take referrals. I was responsible for ensuring office ran smoothly and all support workers safe and compliant at all times using a buddy system. I assisted on visits to clients completing initial assessments. As this was a new team I set up and used performance frameworks in order that the manage could monitor compliance, this was from calculating staff hours quarterly involving obtaining data from staff by a given deadline and setting up an electronic archiving system for all former clients.