Housing Income Management Team Leader - Tewkesbury

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

Job summary

Bromford is seeking an Income Management Team Leader to oversee a team responsible for income collection and customer support. This full-time, permanent role involves a blend of home working and field activities, requiring strong leadership skills and experience in customer-facing roles. The right candidate will be motivated and committed to coaching colleagues, ensuring effective service delivery while making a positive impact on customers’ lives.

Benefits

Great Place to Work

Purpose-driven organization

Qualifications

• Experience managing a customer-facing team in income or housing preferred.
• Understanding of income collection and housing-related benefits.
• Strong track record in leading high-performing teams.

Responsibilities

• Lead a team of Income Management Advisors and provide guidance.
• Monitor performance, analyze data, and ensure regulatory compliance.
• Handle escalated complaints and stakeholder inquiries.

Skills

Team Management

Customer Service

Income Collection

Communication

Attention to Detail

Motivation

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-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 13 June with interviews taking place at our Shannon Way office, Tewkesbury.