Experience

Rooftop Housing Group

• United Kingdom
• Facilities Services
• 1 - 100 Employee

• Head Of Income & Tenancy sustainment

  • Nov 2020 - Present

  Budget management of £40m.+ Arrears reduction from 5.8% to 2.6% in 2 years, bad debt reduction of £1m +. Embedded a culture of effective income collection, tenancy sustainment and implemented interventions to improve collection rates through prevention, early intervention and targeted insight campaigns. Results year 1 100% cash collection every month and year end position of 100.2% Business owner of the rent increase and service charge policy and process. Designed an improvement action plan Identifying waste and efficiencies for improving customer satisfaction. Established positive relationships with customer representatives and groups that increased awareness and understanding of customer profile / financial challenges, and customization of a new Tenancy sustainment Strategy and Action Plan. Results of £85,000 of external grants awarded to support tenancy sustainment Group Chair of internal group Inclusion Alliance driving forward the EDI strategy and organisational action plan. Result - HDN accreditation received in year 1 Show less



Riverside

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• Universal Credit Manager

  • Oct 2018 - Nov 2020

  • Developed and led delivery of a group corporate project plan to prepare Riverside for Universal Credit, including the development of a core framework and local operational arrangements to respond to over 100 different local authority requirements and reduce the risk of negative customer perception. • Established and embedded new income collection, income maximisation and neighbourhood management strategies, policies and procedures that led to proactive rent recovery and tenancy sustainability with arrears recorded below national average figures for the first time in years. Show less

• Former Tenant Debt Recovery Manager

  • Feb 2018 - Oct 2018

  Responsible for managing a large portfolio of 10,000 customer accounts, comprising of over £5 million in former tenant debts, including budget management of the service to ensure that costs did not exceed cash collection and contributed to providing a group surplus of circa £500,000 per annum.

• Income Collection & Financial Inclusion Manager

  • Mar 2016 - Feb 2018

  • Successfully led the delivery of income collection and financial inclusion services in the Liverpool City Region, with responsibility for managing a rent roll of circa £76 million, covering over 19,000 homes across 10 different local authority areas.• Reduced arrears from 6.81% to 5.88% within 12 months, whilst coordinating a customer focused tenancy sustainment service.

• Group Income Collection & Universal Credit Manager

  • Mar 2015 - Mar 2016

  • Developed a new robust performance management framework and co-ordinated the work of a diverse team of Income Managers, resulting in increased income collection performance across 6 regions.• Established and managed new policies, processes and practices that embedded Universal Credit successfully across the group, leading to a positive change in colleague behaviours and performance.• Led the creation of service improvement plans and projects that included the redesign of performance management arrangements, training programmes and communication initiatives. Show less

• Former Tenant Arrears Manager

  • Mar 2009 - Mar 2015

  • Oversaw the recovery of over 20,000 former tenant arrear accounts arising from unpaid rent, rechargeable repairs, court costs and other charges relating to a former tenancy. • Improved recovery of former tenant arrears by 150%, through the redesign of operational processes and the effective management of resources, evidenced through an increase in team performance.



Child Maintenance and Enforcement Commission

• Public Policy Offices
• 1 - 100 Employee

• Higher Executive Officer

  • Mar 2004 - Mar 2009

  Responsibility of 100+ staff across 3 sites including 10 Executive Officers and Administration officers. Accountability and ownership for the recovery of maintenance and arrears from absent parents. Using enforcement action to recover debts including detachment of earnings, money orders on homes and sending in the bailiffs to the place of home or work. Performance during my years in this role saw an increase in debt collection from 99.2% to 104%. Responsibility of 100+ staff across 3 sites including 10 Executive Officers and Administration officers. Accountability and ownership for the recovery of maintenance and arrears from absent parents. Using enforcement action to recover debts including detachment of earnings, money orders on homes and sending in the bailiffs to the place of home or work. Performance during my years in this role saw an increase in debt collection from 99.2% to 104%.



QVC

• United States
• Retail
• 700 & Above Employee

• Call centre Team leader

  • Sep 1997 - Mar 2004

  Managing a team of 10 customer service agents taking inbound calls from customers. Complete call monitoring on each staff member and give feedback every month along with performance stats on AHT, Wrap times etc. Authorise annual leave, complete return to works and complete any training and coaching with those identified. Managing a team of 10 customer service agents taking inbound calls from customers. Complete call monitoring on each staff member and give feedback every month along with performance stats on AHT, Wrap times etc. Authorise annual leave, complete return to works and complete any training and coaching with those identified.