Income Team Manager - Communal Heat and Power

Sanctuary Group; London; On-site; GBP 42,000 - 47,000; Full time

Job summary

Sanctuary Group is seeking an Income Team Manager for their Housing Income Team in London. This role entails managing a team, ensuring compliance with regulations, and delivering high-quality customer service in communal heat and power sectors. The opportunity offers growth in a socially responsible organization committed to diverse and inclusive practices.

Benefits

25 days annual leave

A pension scheme with employer contributions

Life Assurance

Employee Advice Service including counselling

Qualifications

• GCSE English and Maths equivalent literacy and numeracy required.
• Experience in debt collection within social housing sector.
• Proven experience of delivering high quality customer services.

Responsibilities

• Lead and manage the Income Team, ensuring high-quality service delivery.
• Coordinate and distribute workload effectively.
• Proactively manage customer complaints and complex queries.

Skills

Literacy

Numeracy

Debt Collection

Customer Service

Management

Education

NVQ3 in Customer Service or Business Administration

Institute of Housing qualification

Degree in a Business-related subject

Job description

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Title: Income Team Manager - Communal Heat and Power

Location:

London, London, GB, E14 0FZ

Department: Housing Services

Operation: Sanctuary Housing

Closing Date: 24/06/2025

Requisition: 224921

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

Income Team Manager – Communal Heat and Power

Base office location may vary dependent upon suitable candidate (either Blackwall Reach, London

Or Hindle House, Adderbury)

£42,351 - £46,546 per year

37.5 hours per week

Temporary position for up to 12 months

We have an excellent opportunity for an Income Team Manager – Communal Heat and Power to join our Housing Income Team based in London. We are looking for someone with a positive attitude and willingness to develop their knowledge of this sector and work as part of the team to ensure that we are meeting the requirements of the regulatory framework for heat networks. The role will be responsible for ensuring time frames and accuracy of the heating metering and billing service and implementing policies and procedures to ensure continued compliance.

The role of Income Team Manager – Communal Heat and Power will include:

• Leading/managing the team including mentoring, coaching, recognising good performance and challenging areas of concern with individuals/team
• Managing the performance and delivery of high-quality income service for Communal Heat and Power, ensuring KPIs are achieved, and all accounts are effectively managed
• Coordinating and distributing workload, and scheduling customer visits for the Metering and Billing Officers
• Undertaking audits and compliance checks on tasks completed by the team
• Proactively managing customer complaints and resolving complex queries, striving for customer excellence
• Reviewing arrears cases and approving legal applications for Money Judgements through MCOL
• Working in partnership with stakeholders, the local income advisory service and internal Housing team to ensure accurate metering and billing
• Continued professional development to ensure knowledge is kept up to date on how regulation will affect the service area and an awareness of the Metering and Billing Regulations 2014

Skills and experiences:

• Literacy and numeracy equivalent to passes in GCSE English and Maths
• NVQ3 in Customer Service or Business Administration
• Degree, management qualification or relevant professional qualification preferably in a business-related subject
• Institute of Housing qualification
• Experience in debt collection within the Social Housing sector or utilities.
• Comprehensive knowledge of relevant regulations, legislation, good practice or a willingness to learn about heat networks
• Proven experience of delivering high quality customer services, managing complex queries and complaints.
• Some experience of good practice resident involvement or customer participation activities and practices
• Experience in coaching, developing, managing and motivating staff

Why work for us?

Sanctuary Housing is one of the UK’s leading social landlords, providing around 70,000 homes across England. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organisation, we reinvest any surplus we make back into the local communities we serve.

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling.

Before you apply, please ensure you have an updated copy of your CV. If you're unsure about any details or have questions about the role, our fantastic talent team will be happy to help you – [e-mail]

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.
We work closely with the Home Office in order to prevent illegal working.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.

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