• Line managing a team of Income Officers and co-ordinators with an annual rent roll of £33 million, providing performance analysis that leads to service improvement • Continuously improving our operational approach to managing customer relationships • Maintaining excellent working relationships with all stakeholders • Managing the interactions with our debt collection agency, providing work and monitoring performance to ensure a good collection rate • Authorising legal action requests and rent refunds prior to submission • Promoting good, healthy competition across the team to embed a culture of high performance and a ‘never say never’ attitude • Conducting reviews of Relationship Specialist cases and providing audit comments to ensure consistent and efficient delivery of service • Producing, working from and collating reports as required, challenging the norm to identify and implement improvements to the way we do things • 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 • Working with my manager to foster new working relationships, representing Red Kite at forums and group meetings with industry peers and other organisations • Leading on the development and implementation of business wide processes, including improvements to current processes • Acting as the main point of contact for all queries relating to Tenancy Agreements, successions, assignments and other tenancy changes

• Building lasting relationships with customers that assist in maximising and protecting rental income, whilst providing high standards of customer service • Managing customer risk on a case by case basis, planning in pro-active contact and communications with each customer depending on their level of risk and need, 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 • Giving advice on rent payment options and encourage cost effective payment collection methods such as Direct Debits • Working with our Financial Wellbeing staff to refer customers at risk or in arrears for welfare benefit advice, debt counselling or other services which can help with tenancy management • Working alongside debt collection agencies where appropriate to reduce former tenant arrears • Maintaining an up to date knowledge of relevant legislation and good practice including welfare reforms and their impact on how we provide services to customers • Making good use of technology to streamline work as well as encouraging customers to use technology to self-serve • Making sure that tenants and leaseholders inspire the design, delivery and outcome of everything we do. Promote tenant and leaseholder involvement and work with customer representatives to improve service delivery and take full account of their needs • Composing all necessary paperwork in order to make an application to the County Court for possession proceedings, attending to present cases where possession is required in order to minimise income loss to Red Kite • Advising on and completing successions, assignments, tenancy amendments and sign ups

• Delivering high standards of housing management and ensuring that the service is continuously improving• Meeting rent collection and arrears targets• Taking responsibility for arrears management, rent collection and other income sources across a number of schemes• Clearly communicating client responsibilities and client compliance in a supported or sheltered housing context• Assisting clients with benefit and other financial issues• Day-to-day management and liaison of the relationship and contract with partner managing agents• Working in line with health and safety requirements to ensure the overall safety and security of the scheme• Using appropriate IT systems and maintaining professional and timely records• Promote and encourage a high level of client involvement, consultation and communication• Ensuring the delivery of an effective and consistent administration system across the area• Collating and submitting information returns, including funding and performance returns• Maintaining all financial administration systems, including rent accounts, invoices, petty cash and banking• Collating internal financial monitoring reports as and when required• Assist with the monitoring of all income and expenditure, reporting variances• Be accountable for my contribution to maximise profitability• Working in line with company policies and procedures and the requirements of funders and stakeholders to ensure effective service delivery• Working in partnership with other key agencies, both in the statutory and voluntary sectors• Attending appropriate training and development opportunities as required• Participate in the work of the Divisional team, encouraging innovation• Undertake personal development and training as necessary to keep up to date with legal, political, financial and other developments in the fields of housing and customer service• Ensure that all data is compliant with legislation and policies relating to data quality

• Compliance and enforcement• Customer Services• Developing training modules• Employment advisor