A short conversation with Income Maximisation Director, Laurie Franks. Laurie lives in County Durham with a sea view on the North East of England. Laurie lives with 9 year old daughter, and grown up son. Laurie likes going on blue sky holidays and weekends away with her daughter Lilly particularly trips to Alton towers. Laurie has extensive experience of working for social landlords within income collection.
Tell us a little about yourself.
The family have recently got a Cocker Spaniel Puppy called Teddy so are all adjusting to life with a crazy teething ball of fun. Laurie is looking forward to long walks in the park but maybe not so much the chewed shoes the little surprises he keeps leaving in the kitchen.
What are you looking forward to doing most when lockdown eases?
I am really excited about being able to continue going on holidays and also more staycations too!
In a sentence what is the purpose of your role?
From a customer perspective, I provide a next level of support to customers using sector-wide experience and knowledge with an aim to improve arrears performance and influence positive team culture. I am passionate about income collection and culture change and I truly care about teams performing the best they can.
What does your role involve in terms of tasks and activities?
Working directly with customers to identify and deliver service improvements that will ultimately increase income collection and reduce arrears. I also act as an internal sounding board for the Product Teams who may be considering new ideas for product improvements. Also providing sector knowledge to CSM, ADs, and BDMs.
Event planning and delivery shifted to virtual since CV19. Recognising that over 700 income officers attended events last year and there are with over 1,000 scheduled so far this year. What this means as numbers grow we have to evolve the way they are delivered, higher numbers affect how we engage with attendees but we are constantly using new tools to engage with our participants which is great to see how it has developed over the past 18 months.
What do you enjoy most about your role?
The fact it is so diverse, Monday could be working with a council reviewing team structures. Tuesday could be delivering a best practice webinar and Wednesday could be training Income Officers. No days or weeks are the same, very fast paced but so rewarding and enjoyable.