Income Team Manager - Local Operations

Sanctuary Group; City Of London; On-site; GBP 46,000 - 49,000; Full time

Job summary

A leading housing association in London seeks an experienced Income Team Manager to oversee the Housing Income Team. The ideal candidate will manage staff performance, deliver high-quality income services, and resolve customer complaints. This role requires strong leadership and knowledge of housing services, offering a competitive salary and generous benefits package.

Benefits

25 days annual leave plus public holidays

Pension scheme

Life Assurance

Employee Advice Service

Cycle to Work scheme

Voluntary health plans

Wellbeing support

Employee Networks

Qualifications

• Proven experience of delivering high quality customer services and working with different partners.
• Experience in coaching and developing staff.

Responsibilities

• Leading the team including mentoring and coaching.
• Managing performance and delivery of high-quality income service.
• Resolving complex customer complaints.
• Coordinating workload and scheduling customer visits.
• Reviewing arrears cases and preparing income reports.

Skills

NVQ3 in Customer Service or Business Administration

Experience of working within Housing Services/Income Services

Knowledge of Debt Recovery and collections management

Comprehensive knowledge of relevant regulations

Proven experience of delivering high quality customer services

Experience in coaching, developing, managing and motivating staff

Education

NVQ3 in Customer Service or Business Administration

Job description

Title: Income Team Manager – Local Operations

Location: London, London, GB, E14 0FZ

Department: Housing Services

Operation: Sanctuary Housing

Closing Date: 26/11/2025

Requisition: 226550

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 – Local Operations

Blackwall Reach Office, London – E14

£46,546 – £48,995 per year

37.5 hours per week – Monday to Friday

We have an excellent opportunity for an Income Team Manager – Local Operations to join our Housing Income Team based in London and will be responsible for the line management of Income Officers based in London and the South East.

In this role you will manage the effective delivery of income and welfare services at the Local Operations Team, ensuring that all services are delivered to an exemplary standard in accordance with the Income Services Operational Plan and budget to meet with wider aims of the Group. This role would suit someone who is proactive, results driven and customer orientated.

Role of Income Team Manager – Local Operations 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, ensuring KPIs are achieved, and all accounts are effectively managed
• Coordinating and distributing workload, and scheduling customer visits for the Income Team
• 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 actions like NOSPS, Court Possessions/Hearings Applications and Eviction processes and applications
• Working in partnership with stakeholders, the local income advisory service and internal Housing team
• Preparing, reviewing and analysing Income related reports

Skills and experiences:

• NVQ3 in Customer Service or Business Administration
• Experience of working within Housing Services/Income Services
• Knowledge of Debt Recovery and collections management
• Comprehensive knowledge of relevant regulations, legislation, good practice and welfare benefits
• Proven experience of delivering high quality customer services and working with different partners to ensure the best outcomes for our customers
• Experience in coaching, developing, managing and motivating staff

Why work for us?

We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

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
• Cycle to Work scheme
• Voluntary health plans
• Wellbeing support and tools
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is £46,546 (rising to £48,995 after 12 months, subject to satisfactory performance)

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you at [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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