Income Team Manager

PA Housing; Leicester; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading housing organization in Leicester is seeking an experienced Income Team Manager to lead their Income Team. In this role, you will ensure effective income collection and customer service. The successful candidate will have a strong background in debt recovery and a passion for leading and developing others. Benefits include flexible working arrangements and professional development opportunities.

Benefits

High street discount schemes

Health cash plans

26 days annual leave

Flexible bank holidays

Car leasing scheme

Hybrid working options

Qualifications

• Confident and supportive leader with a passion for developing others.
• Good understanding of rent collection and tenancy sustainment.
• Organised, analytical, and able to work in a fast-paced environment.

Responsibilities

• Oversee day-to-day running of the Income Team.
• Resolve complex complaints and queries from residents.
• Manage rent and service charge collection efficiently.

Skills

Leadership and team development

Debt recovery expertise

Analytical thinking

Customer service focus

Communication skills

Education

A Level standard or equivalent experience

Part or full CIH qualification or equivalent

Tools

Housing systems (preferably Northgate)

Job description

We re looking for an experienced and motivated Income Team Manager to join us and lead our hardworking Income Team. This is a role where you can really make an impact; you ll be at the heart of ensuring we provide a fair, supportive, and effective service to our residents while keeping our income performance strong.

You ll oversee the day-to-day running of the team, making sure rent and other income are collected efficiently, cases are managed proactively, and customers receive the best possible experience when they contact us. It s a fast-paced and varied role that s ideal for someone who enjoys problem-solving, leading people, and driving continuous improvement.

Responsibilities

• Champion a customer-first across everything we do.
• Build great relationships with residents and colleagues to get the best outcomes.
• Resolve complex complaints and queries, using feedback to improve how we work.
• Provide expert guidance on debt collection, welfare support, and tenancy sustainment.
• Spot trends, anticipate needs, and help shape a service that truly meets residents expectations.
• Keeping operations running smoothly.
• Manage the inbound contact service, making sure calls are answered quickly and efficiently.
• Oversee rent, service charge, and sundry debt collection, ensuring compliance with all relevant legislation.
• Monitor performance, analyse data, and take action where needed to keep us on track.
• Work with colleagues across departments to deliver a seamless service.
• Support staff through complex cases and ensure consistent, fair decision-making.
• Leading and inspiring your team.
• Motivate and coach your team to deliver great results and grow in their roles.
• Encourage collaboration, accountability, and open communication.
• Lead by example; being visible, approachable, and proactive.
• Celebrate successes and find opportunities to recognise great work.
• Promote a positive, inclusive culture where everyone feels valued and supported.
• Driving improvement.
• Challenge how we do things and look for smarter ways of working.
• Use data and insight to improve processes and boost performance.
• Work closely with senior leaders to shape our income collection strategy.
• Stay up to date with changes in legislation, policy, and best practice.
• Help us deliver our wider corporate priorities and make a genuine difference to residents lives.

Qualifications

• Educated to A Level standard or equivalent experience
• Part or full CIH qualification or equivalent
• Is a confident and supportive leader with a passion for developing others.
• Has a good understanding of rent collection, debt recovery, and tenancy sustainment.
• Knows housing legislation and pre-court protocols inside out (or is keen to learn).
• Is organised, analytical, and comfortable working in a fast-paced environment.
• Uses data to drive improvement and spot opportunities.
• Is tech-savvy and familiar with housing systems (experience with Northgate is a plus).

In addition to the salary, we offer a number of benefits, including:

Benefits

• High street discount schemes
• Health cash plans
• 26 days annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays take them when it suits you
• Car leasing scheme
• Hybrid working offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.