Income Management Team Leader - Wolverhampton, West Midlands County

Bromford; Snapes Green; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading housing provider in the UK seeks an Income Management Team Leader to lead a team focused on income collection and customer care. You will manage performance, provide support, and ensure regulatory compliance while fostering a positive work environment. The role is full-time and requires a driving license. Join us to make a real difference in people's lives and help them thrive in secure housing.

Benefits

Great Place to Work recognition

Community-focused services

Qualifications

• Experience managing a customer-facing team in income or housing.
• Strong understanding of income collection and legal processes.
• Proven ability to achieve KPIs and manage performance.

Responsibilities

• Lead a team of Income Management Advisors.
• Provide support and guidance for income collection.
• Manage performance and analyze data for service delivery.

Skills

Experience managing a customer-facing team

Understanding of income collection and housing benefits

Track record of achieving KPIs

Commitment to coaching colleagues

Excellent communication skills

Attention to detail and IT skills

Job description

Operational Patch: Birmingham, Warwick, Stratford-upon-Avon and surrounding areas
Contract: Full-time, Permanent
Hours: 37.5 per week (Monday-Friday)
Workstyle: Roaming - a mix of working from home and office
Other requirements: Full driving licence and access to a vehicle
Closing Date: Sunday 16 November 2025 - Please apply early, as we may close the vacancy sooner than advertised if we receive a high volume of applications.

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 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 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.

Why join us?

By joining Bromford (part of Bromford Flagship), you become part of a leading housing provider delivering community-focused services across the east, central and south west of England. We have a local approach, all backed by the scale and ambition of the Bromford Flagship Group.

Join us to help create communities where people can put down roots, feel secure, and thrive.

For more information, please refer to the full job description attached to this advert.

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 Sunday 16 November 2025 with interviews taking place at our Venture Court office, Wolverhampton.