Monday 17th December 2018

Head Of Income - Midlands

Greenacre Recruitment is currently seeking an experienced Head of Income Services in order to lead the organisation in their early stage proactive arrears and income collection administration services. The role will provide leadership, direction and strategy to the collection services and will liaise closely with later arrears management stage leads based within the front line housing service. The role will drive their service in order to maximise income collection performance and ensure the robustness of the wider strategy to mitigate against key imminent welfare reform risks.


  • Direction and management of the early stage arrears collection process within the customer service centre for all core and sundry debts.
  • Delivery of performance targets in relation to early stage collection rates and the management of the auto arrears process.
  • Review of current escalation policies, with responsibility for making recommendations for improvement.
  • Management of wider income collection administration processes, ensuring key income risks are managed in line with policy.
  • Project lead for the Implementation of additional areas of auto arrears collection including former tenant arrears, sundry debt, garages etc.
  • Responsibility for minimising later arrears task handovers to the operation wherever possible.
  • Development of early stage collection strategy in order to maximise the prevention of arrears escalation.
  • Production of regular performance and management reports in relation to key service challenges and current performance. Assessment and improvement of core skills sets within the contact centre in order to deliver an effective income service through training, coaching and formal development processes.
  • Development of strong working relationships with external stakeholders (in particular Housing Benefit Departments) and internal operational leads.
  • Service review subject matter expert in relation to income collection services.



  • Experience of leading a complex income service within a similar organisation
  • Experience of driving performance improvement within income collection services
  • Experience of leading income collection teams based in a call centre or shared service centre environment
  • Excellent numeracy skills



Applicants should submit their CV immediately to Barry Forsythe - [email protected] for consideration! This vacancy is being advertised on behalf of Greenacre Recruitment Ltd who are operating as a recruitment agency and business.

  • Location West Midlands
  • Salary £60-61K p.a.
  • Contact Name Barry Forsythe - [email protected]
  • Contact Details 0121 5163049
  • Job Type Permanent

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