Assistant Service Manager - Income

London Borough of Hounslow; Hounslow; On-site; GBP 35,000 - 45,000; Full time

Job summary

A local government agency in Hounslow seeks an Assistant Service Manager to lead the Housing Income Team. The role focuses on using data to improve collection rates while managing a team and driving performance. Candidates should have a passion for customer service and be experienced in income recovery techniques. A chartered membership in housing is preferred, and a Basic DBS check is required.

Qualifications

• Experience in income recovery techniques and council legislation.
• Ability to manage a team and ensure high performance.
• Proficient in using data to drive decision-making.

Responsibilities

• Lead and manage a team of Income Officers.
• Collaborate with colleagues to achieve collection targets.
• Utilize data to streamline workloads and improve performance.

Skills

Process Improvement

Problem-Solving

Performance Management

Customer Service

Education

Chartered Member of the Chartered Institute of Housing

Demonstrable work experience

Job description

About Us

We’d love you to join us at the London Borough of Hounslow. Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be.

We are an outstanding council, serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we’ve built strong partnerships which have transformed how we serve one of London’s most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before.

About Our Commitment To Diversity And Inclusion

We live by five core values: Lead with Heart, Do New, Pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in “Harness the Mix”. It’s about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community, we have a diverse workforce and we are committed to being an inclusive employer.

We work hard to create representation across our workforce and leadership community, we have thriving employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias.

As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. There’s space for you to tell us what you need within our application form.

Our Benefits

About The Role

This is an exciting opportunity to be part of our Housing Income Team as an Assistant Service Manager. We want to do things differently from the standard and out-dated practices, so you will use data in incredibly rewarding and purposeful ways, thinking creatively to find bespoke solutions to prevent debts escalating, ensuring our approach is proactive.

You will also collaborate with colleagues and partner agencies to achieve high collection rates. Workloads are intense and as such you will have to manage this within and across teams, utilising data to ensure resources are targeted in the right place at the right time, leading to strong performance. You must be passionate about excellent customer service and supporting tenants to sustain their tenancies.

Finally, you will recognise that work should be fun, and your personality will reflect this with the steps you take to motivate colleagues.

About The Team You’ll Be Working In

• You will lead and manage a team of Income Officers.
• You will create a positive team culture and provide clear parameters for the team to succeed.
• You will set incredibly high standards and support colleagues to ensure these are continuously met, for this you will have adaptable people skills and the ability to coach colleagues.
• When it comes to team performance, you’ll combine your analytical skills with your people skills to assist in monitoring, validating, and producing management information reports.

About You

If the points below resonate with you, we’d love you to put in an application:

• We need someone who will challenge processes, nurture ideas, and drive forward improvements. You will take the initiative, make evidence-based decisions, and finish what you start.
• You will be an expert on the impact of external factors on arrears and payments and subsequently implement proactive solutions to mitigate risks.
• You have knowledge and experience of successful performance management, a good understanding of income recovery techniques and an understanding of the council’s role as a landlord and associated legislation, regulations and policies relating to tenancy matters.

Qualifications

You are a Chartered Member of the Chartered Institute of Housing and/or have demonstrable work experience and can evidence continual professional development.

Essential For The Role

A Basic DBS check is required.

Read more about the work you’ll be doing in the Role Profile.

When Interviews Will Be Held And Who To Contact

The key information you need about the role should be in the role profile, but if you have any further questions about the role, please contact:

Interviews for this job will be held week commencing 24th November 2025.