Rent Recovery Manager

About Us:Tuath Housing has provided safe, secure and affordable housing since 2006. A lot has changed over the years, but our values remain the same. In partnership with Key Stakeholders, our main focus is on delivering more quality homes to more people and providing an outstanding Customer experience to our 27,000 residents. Working with Tuath Housing is different because we make a difference. We maintain and develop our team of dedicated, motivated, and authentic people through focused training and career development.If you are driven to make a difference and believe that everybody needs a home, Tuath is waiting to hear from you.  Position Summary:The Rent Recovery Manager is responsible for leading and managing a section within the Rent Team, with a primary focus on minimizing rent arrears collection and sustaining tenancies. This role includes oversight of a team of Rent Recovery Coordinators, in collaboration with the Head of Housing Operations and the Rental Income Management team to ensure effective rent collection is achieved. Qualifications:·      Suitable candidates will have a relevant third level qualification in Housing Studies, Property Management, or related discipline.·      Own vehicle and full clean driving license required.·      Good understanding of MS Office. KEY RESPONSIBILITIES:  Leadership ·      Provide leadership and direction to the Rent Recovery Team, ensuring that team members are, motivated, and working effectively to meet departmental goals.·      Conduct regular one-on-one sessions with team members to provide feedback, support their professional development, and address any performance issues.·      Conduct Monthly team meetings to provide feedback, enhance collaboration and communication among team members to promote information sharing, problem-solving, and strategic planning·      Provide ongoing training and support to team members to enhance their skills and knowledge·      Drive and lead by example by building relationships and ensuring collaboration with both internal and external stakeholders. Rent Recovery Management·      Oversee the rent recovery process, focusing on early intervention and communication with tenants in arrears to prevent further escalation.·      Develop and implement strategies to minimise rent arrears, including payment plans, negotiations, and other interventions.·      Establish and monitor key performance indicators (KPIs) for the Rent Recovery Team to track and evaluate performance, including rent arrears reduction rates, dispute resolution times, and customer satisfaction metrics.·      Monitor and manage arrear cases to ensure timely recovery and compliance with relevant regulations.·      In collaboration with the housing management teams conduct regular tenant engagement initiatives to build positive tenant relationships to promote a positive rent payments environment.  Escalation Handling·      Implement a responsive and empathetic complaints handling system, ensuring swift resolution and fostering positive tenant relationships in line with our complaints policy. Continuously improve procedures based on feedback to enhance overall satisfaction and uphold the highest standards of customer service·      Manage escalations with the Residential Tenancies Board (RTB) when necessary, ensuring that all relevant documentation and information are provided in a timely and accurate manner.·      Act as the main point of contact for RTB-related matters and represent Tuath Housing in hearings or disputes when required. Tenancy Sustainment·      Develop and implement programs and strategies to sustain tenancies for residents in rent arrears, including referrals to support services and organisations, where appropriate.·      Collaborate with other teams and agencies to provide holistic support to tenants facing financial difficulties.·      Collaborate with local agencies, social services, and charities to establish partnerships that can provide additional support to tenants facing financial challenges.·      Implementation and approval of the Hardship Policy, ensure that utilisation is in line with sustainment needs. Reporting and Data Analysis ·      Maintain accurate records of rent arrears and recovery efforts.·      Analyse data to identify on a team and individual level to identify trends and opportunities for improvement in the rent collection process.·      Prepare regular reports for senior management on rent arrears, recovery progress, and performance metrics.·      Explore opportunities to integrate technology and data analytics into the rent collection process, streamlining operations, and improving efficiency in monitoring and reporting. Bank and Account Reconciliation ·      Support and Contribute to the reconciliation of daily, weekly, and monthly rental income and tenant account transactions with the organisation's financial records and banking statements.·      Ensure that all rent payments are accurately recorded, and discrepancies are promptly identified and resolved.·      Provide regular financial reports to senior management, highlighting trends, areas of concern, and opportunities for optimisation.·      Offer recommendations on rent-setting strategies, considering market conditions, affordability, and the organisation's financial sustainability. Health and Safety ·      To conduct all activities in a manner which is safe to yourself and others.·      To be aware and act in accordance with the Association’s Health and Safety Policy. General ·      Participating on forums/working groups/committees as required.·      Assisting with general administrative duties within the organisation as required.·      Contributing to the effective delivery of a quality service through the formulation, review and proper implementation of policies and procedures.·      Any other duties as required. Essential requirements:·      A relevant Degree in Housing, Leadership, Customer Service, or technical qualification OR 5 years’ experience in housing sector  ·      Experience of successfully delivering an excellent customer focused service. ·      Knowledge of managing staff (Desirable)·      Knowledge of Account or Budget, Financial Management (Desirable)·      Must be able to demonstrate experience of supervising performance and processes. ·      Up to date knowledge of housing sector, best practice and relevant regulation and legislation for tenancy management. ·      Ability to collate and analyse statistics and provide relevant written reports (Desirable)·      Computer literacy with experience that includes excel, word, spreadsheets, presentation packages, e-mail, electronic schedulers, and internet. ·      Ability to work with accuracy and attention to detail ·      Good problem solving, communication and negotiation skills.·      Ability to conduct work planning and prioritise to optimise performance of a team (Desirable)·      Ability to allocate resources and responsibilities within a team to deliver business results ·      Manage internal and external team relationships ·      Decision making abilities and strong communication skills and experience in negotiating in tender processes ·      Ability to be self-motivated and work on own initiative and be part of a team ·      The ability to handle sensitive and confidential information ·      A high level of organisational skills and the ability to prioritise workload and meet deadlines ·      Possess commitment to deliver a high-quality customer focused service ·      Willingness to work outside normal office hours on occasions ·      Full, clean driving licence and daily use of car. Where prevented from this due to a disability the candidate must be able to demonstrate how they will meet the mobility requirements of the post Salary:·      C.C. €61,000 (Commensurate with experience)Working for Tuath Housing:·      Attractive salary commensurate with experience·      24 days annual leave·      Service leave·      Organisational performance bonus·      Generous pension scheme·      Sick leave·      Wellness allowance·      Hybrid working·      Bike-to-work scheme·      Flexible working hours·      Career break·      Career development program·      Employee assistance program·      Linkedin Learning licence·      Car-parking on site·      Sports & Social Club·      Work-life balance package Tuath is committed to embedding environmental, social and governance (ESG) considerations into every aspect of the business, and to implementing a business plan that emphasises social responsibility throughout our operations. We strongly believe in the importance and value of working in partnership with our many stakeholders to deliver more homes to more people, creating communities across the country. By tracking Tuath’s ESG achievements, we can lead the way in making the affordable housing sector in Ireland more sustainable; and by having a positive environmental and social impact Tuath will also deliver better results to our residents, our employees, and the wider community.Tuath Housing are accredited with the Bronze Award from Investors for Diversity and are committed to promoting a diverse and respectful workplace reflective of all cultures, nationalities, backgrounds, genders, members of the LGBTQ+ community and people from traditionally marginalised backgrounds.