Chloe Rush

Manage a portfolio of customer accounts to maximise income collection.

• Negotiate affordable payment arrangements and manage complex arrears cases.
• Identify suitable support for vulnerable customers and make required referrals.
• Lead monthly complex case tracker meetings for high-risk actions.
• Support colleagues with Rentsense and guidance on complex casework.
• Collaborate with internal teams and external agencies to reduce arrears.
• Complete affordability assessments and refer customers to welfare advice.
• Prepare and progress legal action under organisational policies and procedures.
• Identify better ways of working and share best practice.
• Maintain current knowledge of housing legislation and income recovery processes.
• Train and support new colleagues by sharing knowledge with team.
• Deliver customer-focused service while meeting business and income targets.

• In my first management position, my team achieved arrears of 1.69% for the year-end of April 2022 with the overall target being 4.50%.
• Managed and developed team performance by providing support, guidance, and training, conducting regular one-to-ones, and creating quarterly development plans.
• Identified and implemented new strategies to enhance team efficiencies, contributing to cost savings and a better customer experience.
• I regularly monitored the team's performance reports to make sure the team and individuals are in line with company KPIs and notice any trends that could be occurring within the team so action can be taken quickly.
• Took ownership of team complaints, resolving issues efficiently and in accordance with the complaints procedure to ensure customer satisfaction.
• Participated in various projects within the income service that benefited overall business objectives.
• For example, I was involved in the overtime project for the whole income service, which brought in £8500.00 for the business.
• I worked closely with external agencies such as Universal Credit, Local Authorities, Citizens Advice, and MAPs and create a good working relationship with them.
• I authorised Bailiff Warrant requests, Court requests, refunds, and pre-tenancy assessments.
• Created induction and training plans for successful applicants.
• I undertook recruitment for the team, which included shortlisting and conducting interviews and providing feedback to candidates.
• For example, reviewing processes, policies, and yearly KPIs.

• I maximised income collection by ensuring key principles of customer service are adhered to and the needs of vulnerable tenants are met.
• I negotiated realistic and achievable payment plans with tenants whilst taking into account the tenant's financial situation and completing Income and Expenditure Forms.
• I prepared court documentation for possession cases, including negotiation of cases with tenants and other representatives, before presenting the case and evidence in the court hearing.
• I have followed County Court procedures, including liaising with court officials, bailiffs, and legal services.
• Conducted weekly home visits with tenants to establish contact, discuss support options, serve notices, and attend court visits.
• I provide support and guidance to tenants by signposting them to internal and external agencies if needed, such as Pocket Power, CAB, LA, MAPS, various local grant agencies, Universal Credit, TSA, and ETO.
• I managed a large geographical patch in South Gloucestershire, of which I completed all my case prompts on RentSense each week.
• I was a member of the Income Forum and also attended Income Delivery group meetings to widen my professional development.
• Coordinated data management initiatives within the team.

• I negotiated settlements with customers and monitored payment arrangements.
• Executed 5 key stages using proactive outbound and inbound calls to establish and maintain customer contact and account information.
• Collaborated with major banks to enhance account management and provide customer support.
• Identified customers needing account rehabilitation through targeted account reviews.

• Ensured corporate debt targets were met by negotiating effective debt recovery and repayment plans, prioritising tasks to meet tight and flexible deadlines.
• I ensured customer compliance with court orders and took appropriate action for breaches, including eviction.
• Monitored compliance with court orders and executed follow-up actions.
• I prepared and served relevant Notice of Seeking Possession documents in line with procedures and current housing law.
• I prepared possession claims and small claims in County Court with pre-action protocols and procedures.
• I represented the company in County Court for rent arrears possession cases in a defined area and provided coverage for other areas.
• Identified complex cases and vulnerable customers, assessed their circumstances and needs, and negotiated tailored repayment plans while providing appropriate advice and guidance.
• Facilitated customer referrals to relevant support services.
• Conducted research to support Income Manager-led projects aimed at enhancing service delivery.