THE EXTRAORDINARY STORY OF SERENA’S VISION
Our Income Services team in Westminster City Council is a world of extraordinary stories. Where innovative and open-minded people bring everything to the cause. Even expertise from surprising places.
Take Serena. She is an absolute force of nature at the heart of our Church Street regeneration. And she puts the residents first in everything. Serena’s vision is clear. Regeneration isn’t just about bricks and concrete. It’s about communities. It’s about the environment. It’s about the lives of people and how they feel about where they call home. Serena is their advocate, making sure residents’ voices aren’t just heard, but drive the changes we’re making. The future is safe in her hands.
As an Income Services Manager, you can make your own powerful contribution by helping residents manage their financial crises – and in doing so, you will help them achieve a better quality of life.
With overarching responsibility for income recovery, you will line-manage three Income Team Managers, who in turn oversee the work of 21 Income Officers. This large team are dispersed over four centres across the borough where they support residents who are in financial difficulty. Seeing over 11,500 people every year, the workload of the team is large, yet with fascinating cases to handle and the chance to make a tangible impact on many of our residents, it’s never dull!
You will be at the heart of this work as you see to it that the team are delivering an excellent level of customer service, and that rental income is being maximised. Helping the team find the balance between taking tenancy enforcement action when necessary, and supporting residents so that they can sustain their tenancies, you will take the helm of a range of financial inclusion initiatives such as promoting utility company discount schemes, and fuel poverty projects. You will also be responsible for monitoring the use of Discretionary Housing Payments, with a focus on making best use of the funds that are available to our residents.
This is a great opportunity to drive a culture of continuous improvement, so we will be keen to hear your ideas on the changes that we need to make to our procedures and processes, and you will guide your team in developing their capabilities, thereby helping them take the next steps in their careers.
It goes without saying that you will be committed to maintaining open channels of communication between the team and tenants, and your reporting practices will be flawless. You will therefore have exceptional verbal and written communication skills, and you will be an inspirational leader who has a background in leading staff within the income recovery sector. With an expert knowledge of income recovery processes, pre-action protocols and the relevant legislation, you will be comfortable working within a complex political and service environment, and you'll be happy engaging with colleagues at all levels. As a highly organised individual who can matrix-manage the workload of a large team, you will be passionate about sustaining a supportive and inclusive working environment for all colleagues. Crucially, we will expect you to have exceptional financial and budget management skills, and you will enjoy acting as a mentor to your team.
The Council and its partners are committed to achieving diverse shortlists for all vacancies at Band 4 or above to support our desire to increase the number of staff from underrepresented groups in our workforce. As part of this ambition, if you are from a black, Asian and minority ethnic background (BAME) you can self-declare this to the hiring manager as part of our positive action commitments.
What We Offer:
Westminster is an amazing place. There are 250,000 diverse residents, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people working here every day. Our mission is to create a city for all. We’re an organisation that wants the very best for our residents: a supportive and safe environment, the chance to grow and learn throughout their lives, to build fantastic careers in world-leading industries, to have access to high-quality, affordable housing and to retire into the community with dignity and pride.
We want Westminster to be a place where you can make the most of your talents and thrive as an individual. That’s why we’re proud to have won Best Health & Wellbeing Initiative in the 2020/21 Business Culture Awards. By being the best you can be, you’ll help us adapt to the changing needs of our organisation and communities.
At Westminster City Council, we are passionate about our aim to be an inclusive workplace for all that reflects the communities we serve, and we believe everyone is valued. We particularly welcome applicants from underrepresented backgrounds, including BAME, LGBTQ+ and those with hidden or visible disabilities. We’re committed to ensuring all our staff – regardless of gender, age, religion, sexuality, ethnicity or disability – can succeed. We value diversity and appreciate that people work in different ways. So, as a Timewise employer we work to provide flexible working arrangements and an empowering environment that enables you to be your best, that is the Westminster Way.
Contact details for an informal discussion: Paul Halpin, Head of Leasehold and Income on 023 8154 2663 or via email on email@example.com