Team Lead

Are you an inspiring leader with a passion for delivering excellent services, supporting customers, and driving performance? We are looking for a Team Lead – Income Management to join our team and help us deliver a proactive, customer-focused service that maximises income and sustains tenancies.

About The Role

• Maximising income collection
• Promoting a rent-first culture
• Leading early help, prevention and tenancy sustainment initiatives
• Ensuring high performance across the team
• Developing and improving service processes, policies and digital solutions
• Working with internal and external partners to support vulnerable customers
• Ensuring legal and regulatory compliance
• Deputising for the Operations Manager when required

This is a fast-paced, rewarding role where you can make a genuine difference to customers’ lives and contribute to strong income collection for the Council.

Key Responsibilities

• Lead, motivate and develop a team of officers within your designated area of responsibility
• Deliver excellent customer service, with strong focus on early help and prevention
• Monitor performance, workload and quality to meet service standards
• Support complex casework and decision-making, including escalations and legal action
• Contribute to service planning, policy development and process improvement
• Lead targeted campaigns to maximise income
• Work collaboratively with partners and stakeholders across the council
• Manage data, identify risks and opportunities, and support service improvement
• Undertake complaints handling, MP/Councillor enquiries and learning reviews
• Support training delivery within the team

About You

Experience and knowledge

We Are Looking For Someone Who Can Demonstrate

• Minimum 3 years’ experience in a social housing environment
• Strong knowledge of income collection, arrears management and housing legislation
• Proven experience in managing or supervising staff
• Experience supporting customers with complex needs
• Understanding of welfare benefits, money advice and wider financial inclusion issues
• Experience delivering tenancy sustainment initiatives or projects

Skills And Attributes

• A confident, resilient and motivational leader
• Forward thinking with strong organisational and planning skills
• Confident communicating at all levels, with stakeholders and customers
• Excellent written communication, negotiation and relationship-building skills
• Strong analytical, decision-making and problem-solving skills
• Proven ability to manage competing priorities and deliver high performance
• Customer-focused approach, with empathy and professionalism
• Ability to work flexibly, including evenings/weekends when required

Qualifications

• GCSEs (A–C) including English and Maths (or equivalent)
• A relevant management or welfare/money advice qualification is desirable but not essential

Why join our team?

Working with us means being part of a supportive team and a forward-thinking council focused on delivering positive outcomes for residents. You will be empowered to grow, develop and make a real impact.

Closing Date: 10th April 2026

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