Housing Income Management Team Leader - Wolverhampton

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

Job summary

Join a leading organization as an Income Management Team Leader, where you'll lead a dedicated team to enhance customer experiences and ensure effective income management. This full-time role combines home working and field activities across various locations, making a significant impact on the lives of customers. Your leadership will help achieve key targets while fostering a supportive environment for your team.

Benefits

Great Place to Work recognition

Range of great benefits

Qualifications

• Experience managing a front-line, customer-facing team.
• Strong understanding of income collection or benefit maximisation processes.

Responsibilities

• Lead a team of Income Management Advisors and provide technical support.
• Respond to complaints and manage data for efficient service delivery.

Skills

Customer Service

Communication

Leadership

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-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 and collecting rental income, as well as helping customers maximise their benefits.

As an Income Management Team Leader, you'll lead a team of Income Management Advisors, Garage Income Co-ordinators & Former Tenant Advisors. You'll provide them with the technical support and legal guidance they need to deliver excellent services 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 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), 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 is essential.

What you'll bring:

• Experience managing a front-line, customer-facing team - ideally in income or housing
• A strong understanding of income collection or benefit maximisation processes
• A track record of achieving KPIs and managing performance
• 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 achieve important targets - but the most rewarding part of the job is seeing people and families manage their own homes and build brighter futures.

If you've worked in roles like Income 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.