Housing Income Management Team Leader

Bromford Housing Group; Stratford-upon-Avon; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

Bromford Housing Group is seeking an Income Management Team Leader to lead a high-performing team focused on income collection and customer support. This full-time, permanent role involves a mix of home and office work, requiring strong leadership and customer service skills to help customers thrive in their homes.

Benefits

Great Place to Work certification

Diversity and inclusion initiatives

Qualifications

• Experience managing a customer-facing team in income, housing, or a related area.
• Detailed understanding of income collection and housing-related benefits.
• Strong track record of achieving KPIs and managing high-performing teams.

Responsibilities

• Lead a team of Income Management Advisors and provide technical support.
• Manage performance, analyze data, and ensure regulatory compliance.
• Respond to complaints and escalated cases in line with policies.

Skills

Customer service

Team management

Communication

Attention to detail

Job description

Are you ready to lead a high-performing team, make a real impact in people's lives, and help customers thrive in their homes and communities?

If you're passionate about delivering outstanding customer service, enjoy building relationships, and want to be part of a purpose-driven organisation - you belong at Bromford! We're proud to be recognised as a Great Place to Work and we offer a range of great benefits!

About the role: Our Income Management Team is responsible for monitoring customer accounts and collecting rental income, as well as helping customers maximise their income.

As an Income Management Team Leader, you’ll lead a team of Income Management Advisors. You'll provide them with the technical support and guidance they need to deliver an excellent income collection service, taking prompt, relevant action to recover arrears, and help customers thrive in their tenancies. You’ll also be responsible for responding to complaints, stakeholder enquiries, and escalated cases in line with our policies. You’ll manage performance, analyse data and reporting to support efficient service delivery and ensure regulatory requirements are met.

This is a full-time, permanent, roaming role, involving a mix of home working, 2-3 days per week in our Wolverhampton (WV10 6TB) office, and field-based activity across your geography—including Birmingham, Warwick, Stratford-upon-Avon, and surrounding areas. A full driving licence and access to a vehicle are essential.

What you'll bring:

• Experience managing a customer-facing team - in income, housing, or a related area
• A detailed understanding of income collection, the legal process, and housing-related benefits
• A strong track record of achieving KPIs and managing high-performing teams
• A commitment to coaching and developing colleagues to reach their full potential
• A positive, motivating attitude and the ability to lead both direct and indirect reports
• Excellent communication skills and a strong work ethic
• Great attention to detail and confidence using multiple IT systems

Your work will help us safeguard the income that pays for the services we deliver—but the most rewarding part of the job is seeing people and families sustaining their tenancies, thriving in their own homes, and building brighter futures.

If you've worked in roles like Income Team Leader, Benefits Team Leader, or Housing Team Leader, this could be the perfect next step.

Closing date for applications is Wednesday 28 May, with interviews taking place at our Venture Court office, Wolverhampton.

About us

We are a housing association that owns and provides over 47,000 homes for people who can't access market housing; has individual relationships with more than 112,000 customers; has a strong balance sheet, and plans to build 11,000 homes by 2032. All of this is only possible because of our 1,900 dedicated colleagues.

We believe that nothing is more important to any individual or family than their home. It's a matter of social justice that everyone should have a home that is safe, secure, and affordable. We exist to provide such homes. With the right home, people can achieve great things, not only for themselves but for wider society too.

We provide quality, affordable homes and care about the people who live in them. We want each of them to achieve their goals. This will be different for each customer. Put simply, we want people to thrive.

Diversity Statement

We are committed to recruiting, developing, and retaining colleagues who are representative of the diverse communities we work with. This commitment is embedded in our DNA, and we strive to build an inclusive workplace culture where all colleagues feel valued and respected, and individuality is celebrated. We are a proud "Disability Confident" (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve.

We encourage people from all sections of our community to apply for jobs with us, especially those who have been historically underrepresented, including people from ethnic minority backgrounds, disabled people, women, and members of the LGBTQIA+ community.

Great Place To Work Certified

Bromford has once again been certified as a Great Place To Work (Nov 24 – Nov 25). The 2024 Trust Index Survey highlighted that our employees believe we have an amazing company culture and that 91% of employees felt welcomed when they joined us. We are also proud to be named one of the UK’s Best Workplaces for Women for two consecutive years (2023 and 2024), demonstrating that all colleagues, regardless of gender, can thrive at Bromford.