Mark Walker, is Head of Income for Optivo. Optivo (formerly AmicusHorizon and Viridian) was formed in May 2017. Optivo have 44,000 properties across London and the South East plus the Midlands. Mark has worked in Housing for nearly 20 years in a variety of income collection and customer facing roles. Mark helped AmicusHorizon win European Contact Centre of the Year in 2011 in his role as Customer Experience Manager.
Mark was appointed Head of Income in 2012 when their income service was centralized and has overseen a transformation in performance resulting in arrears reducing by over 500k. This has been through a combination of strong performance management and excellent financial inclusion support for customers. Mark has developed continuous improvement at AmicusHorizon with use of technology and efficiency at the fore-front of collections.
In 2017, AmicusHorizon won the CIH Award in London & the South East for Best outcomes for residents. In addition, they were awarded Income Management Accreditation again through Housing Quality Network.
Mark is a RIEN Associate and chairs the London & South East RIEN Regional Benchmarking Group as well as chairing the G15 Income Management Benchmarking group.