What You’ll Do
Reporting to the Chief Customer Officer, you will lead the strategic development and delivery of a modern, high‑performing income management service across all tenures. You will be responsible for overseeing income streams in excess of c.£700m, including rents, arrears, and service charges.
Responsibilities
- Develop and lead a forward‑thinking income collection strategy across all tenures, covering current and former tenant debt.
- Optimise payment methods and debt recovery processes, including increased use of Direct Debits and digital solutions.
- Lead the annual rent and service charge review process, ensuring full compliance with regulatory and legal requirements.
- Oversee tenancy lifecycle processes (start and end), ensuring system accuracy and income maximisation.
- Drive the effective recovery of service charges while ensuring value for money for residents.
- Provide strategic leadership on income‑related challenges, including welfare reform impacts and affordability pressures.
- Build and maintain strong relationships with key stakeholders such as the DWP, local authorities, and sector bodies.
- Ensure policies, procedures, and systems are robust, compliant and aligned with organisational strategy.
The ideal candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic and talented individuals who can add value to our thriving organisation. Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.
Essential qualifications
- Degree educated in Housing, Property, Business, Finance, or a related field.
- Membership of a relevant professional body (e.g. CIH, RICS, IRPM, CICM).
- Significant senior leadership experience within income management, revenues or benefits.
- Deep understanding of rents, service charges, welfare benefits and regulatory frameworks within social housing.
- Proven experience leading large‑scale transformation and service improvement programmes.
- Strong experience in systems implementation and optimisation.
- Excellent stakeholder management and influencing skills at executive level.
Desirable qualifications
- Experience within a large, complex or national organisation.
- Track record of delivering cultural change and organisational transformation.
- Experience redesigning operating models and processes.
- Knowledge of Rent Sense or similar income management systems.
- Direct experience within the social housing sector.
What’s in it for you
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply).
- Generous pension scheme.
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply).
- Employee assistance – free confidential advice and counselling services provided by independent specialist organisations.
- Health cash plan.
- Staff discounts – access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and more.
- Interest‑free loans – season ticket loan, tenancy deposit loan, and training loan.
- Cycle to work scheme.
- Life Assurance x 4 annual salary.
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion and a Disability Confident employer amongst other diversity commitments.
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