Service Manager (Debt Recovery and Income Control) - £25.33 per hour + holiday pay - Wembley

We are looking for an experienced Service Manager to join a busy department managing 4 team leaders and up to 50 staff in total.



The Service Manager duties will include (but may not be limited to):

  • To support the Head of Service (Benefits & Customer Services) in securing the continuous development, improvement, efficiency and success of the Department as a whole through effective planning, budget management, staff management and governance.
  • Operational responsibility for the corporate Debt Recovery and Income Management functions, including collection of Housing Benefit Overpayments, Adult Social Care and Corporate Sundry Debt to meet agreed targets and to minimise the Benefits deficit; and management of the Council’s income, preparation and processing of invoices and bank deposits in compliance with the Council’s financial regulations, policies and procedures.
  • To take lead responsibility for the Council’s Corporate Debt, Income Management systems, and other systems utilised ensuring these are developed to meet wider Corporate objectives and achieve efficiencies.
  • To take lead responsibility and be accountable for the quality and professionalism of the service area, to manage service delivery and have significant influence upon the structure, strategy and development of their area of activity.  The role will include developing and implementing operational, service and improvement plans which contribute to the longer term plans for the area that will fit with broader Unit and Council strategy
  • Work collegiately and flexibly with colleagues across the Management Team to achieve the objectives of the Council.  In particular, work closely with other Service Managers to deliver a seamless and cohesive service regardless of access channel, and with other departments to achieve the smooth implementation of new IT and other systems with minimal risk and maximum effectiveness.
  • Take lead responsibility for Corporate Income Management and Debt systems and the development of these to meet wider Corporate Objectives and achieve efficiencies.
  • Work with Service Areas across the Council to identify and implement improvements to Debt recovery processes and Income Management arrangements.
  • Undertake complex analysis of data relating to the service area, utilising appropriate tools (eg MS Excel) to provide accurate reports of performance, creation and collection of debts, and informed forecasts of future trends and outturns.  To be responsible for budget preparation, monitoring and forecasting for the administration of your area.
  • To take lead responsibility for the development and monitoring of effective financial controls and the management of risk in relation to income management processes and debt recovery and write-off.  Ensure all income management and control functions are carried out appropriately and on time in compliance with the Council’s financial regulations, policies and procedures; and ensure sufficient management controls exist on the team to provide corporate confidence in the compliance with these.  Ensure that systems for monitoring and evaluating recovery and write-offs of bad debt are in place to safeguard the Council’s financial integrity and to comply with the Council’s Financial Regulations.
  • Initiate, negotiate and manage contracts with external providers in relation to collection agencies, insolvency solicitors, and tracing agents, negotiating competitive commission levels, or other pricing structures, that are in the best interests of the Council.  Monitor and manage the overall contractual working arrangements with external providers and via in-house service level agreements.  Formulate legal recovery strategy with external solicitors and barristers both in general and case by case.
  • To represent the Service and the Council at meetings, high level steering groups, Court, Tribunals, and develop effective stakeholder relationships and liaison.  This will include regular contact with internal and external solicitors, barristers, Insolvency Solicitors, Forensic Accountants, collection agencies, bailiffs, Housing Associations, voluntary organisations, senior auditors, etc.
  • Pro-actively investigate and evaluate new products, services and working methods and analyse the potential benefits of change, including effects on Performance Indicators, service delivery, customer outcomes and value for money, and implications for resources, systems, costs etc.  Take lead responsibility for identifying and specifying potential enhancements to systems in your area and for ensuring that these are tested adequately before being deployed.
  • As a member of the Unit’s management team, to take a lead role on corporate or Unit-wide responsibilities including equalities and diversity, business continuity plans, health and safety, sickness monitoring and analysis and the risk register, as required.

The successful Service Manager will have:

  • Local Authority experience
  • Experience Managing staff
  • Corporate Income Management and Debt systems experience
  • Good communication skills both verbal and written
  • Good IT skills including Microsoft Word, Excel, Outlook

Only PDF, DOC and RTF file formats are accepted

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London Staff Bureau

We are an independent, multi-disciplined recruitment agency with the knowledge and experience usually found in large agencies, combined with the flexibility and friendliness of a privately owned company.

London Staff Bureau
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Tel: 020 7328 3304

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