Housing Income Management Team Leader

Bromford; Tewkesbury; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

Bromford is seeking a Housing Income Management Team Leader to oversee a team responsible for income collection and customer account management. This full-time role requires strong leadership skills and a commitment to customer service, with a mix of office and field-based work in Tewkesbury. Join a purpose-driven organization dedicated to making a positive impact in the community.

Benefits

Flexible benefits

Learning and development

Private medical cover

Work-life balance

Health and wellbeing support

Qualifications

• Experience managing a customer-facing team in income or housing.
• Understanding of income collection and housing-related benefits.
• Track record of achieving KPIs.

Responsibilities

• Lead a team of Income Management Advisors.
• Manage performance and analyze data for service delivery.
• Respond to complaints and stakeholder inquiries.

Skills

Customer service

Team management

Communication

Attention to detail

Job description

Bromford Tewkesbury, England, United Kingdom

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Bromford Tewkesbury, England, United Kingdom

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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-driving 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 Tewkesbury (GL20 8ND) office, and field-based activity across Tewkesbury and surrounding areas . A full driving licence and access to a vehicle is essential.

What You'll Bring

• Experience managing a customer-facing team - in income or 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 Friday 30 May with interviews taking place at our Shannon Way office, Tewkesbury.

About Us

We are a housing association- one 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 take a simple view that nothing is more important to any individual or a 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. But we care about the people who live in them too. We want each of them to be able 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 are striving 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. Particularly, we welcome those who have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people, women, and members of the LGBTQIA+ community.

Great Place To Work Certified

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

Benefits



Flexible benefits





Learning and development





Private medical cover





Work-life balance





Pay and financial wellbeing





Health and wellbeing



Documents

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Non-profit Organizations

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