Housing Income Management Team Leader

Bromford; Wolverhampton; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading housing association seeks an Income Management Team Leader to lead a high-performing team. This full-time, permanent role involves home working and field activities across various locations. The ideal candidate will have experience in income management and a passion for customer service.

Qualifications

• Experience managing a customer-facing team in income or housing.
• Understanding of income collection and housing benefits.

Responsibilities

• Lead a team of Income Management Advisors.
• Ensure excellent income collection and prompt arrears recovery.
• Handle complaints and manage performance.

Skills

Customer Service

Leadership

Communication

Attention to Detail

Job description

3 days ago Be among the first 25 applicants

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 organization, you belong at Bromford! We're proud to be recognized as a Great Place to Work and we offer a range of excellent benefits.

About the role: Our Income Management Team monitors customer accounts, collects rental income, and helps customers maximize their income.

As an Income Management Team Leader, you'll lead a team of Income Management Advisors, providing technical support and guidance to ensure excellent income collection, prompt arrears recovery, and tenancy support. You will handle complaints, stakeholder inquiries, and escalated cases, manage performance, analyze data, and ensure regulatory compliance.

This is a full-time, permanent, roaming role involving home working, 2-3 days weekly at our Wolverhampton (WV10 6TB) office, and field activities across Birmingham, Warwick, Stratford-upon-Avon, and surrounding areas. A full driving license and access to a vehicle are essential.

What You'll Bring:

• Experience managing a customer-facing team in income, housing, or related areas
• Understanding of income collection, legal processes, and housing benefits
• Proven track record of achieving KPIs and leading high-performing teams
• Commitment to coaching and developing colleagues
• Positive attitude and leadership skills for both direct and indirect reports
• Excellent communication skills and a strong work ethic
• Attention to detail and confidence with multiple IT systems

Your work helps safeguard income to fund services and enables families to thrive in their homes. If you've held roles like Income Team Leader, Benefits Team Leader, or Housing Team Leader, this could be your next step.

Closing date for applications is Wednesday 28 May. Interviews will be held at our Venture Court office, Wolverhampton.

About Us: We are a housing association owning over 47,000 homes, serving more than 112,000 customers. With a strong financial position, we plan to build 11,000 homes by 2032, supported by 1,900 dedicated colleagues. Our mission is to provide safe, secure, affordable homes, enabling individuals and families to achieve their goals and contribute to society.

Diversity Statement: We are committed to recruiting, developing, and retaining a diverse workforce. We foster an inclusive culture where all colleagues feel valued. We are a