Description
We are recruiting for an Income Recovery Team Leader to join our Neighbourhood Services | Housing & Regeneration Directorate.
We are looking for a highly motivated team leader to manage income collection and charges and tenancy sustainment for Tower Hamlets. You will lead a team of officers to drive service improvement, handle rent monitoring, and arrears recovery across the borough. Committed to achieving positive outcomes, and bring 2+ years line management experience, detailed knowledge of income collection in a social housing setting.
In this role, you will:
- Have the responsibility of managing a team of up to 7 direct reports, ensuring effective supervision, developing, and driving forward continuous improvement
- Ensure a comprehensive provision of income collection and debt recovery is delivered
- Focus on operational management, performance, and outcomes for both tenants and London Borough of Tower Hamlets at a particularly challenging time for income collection.
About You We are looking for someone who can demonstrate:
- A minimum of 2 years’ experience of directly managing income teams dealing with complex arrears recovery casework.
- Have or working towards a CIH Level 4 Certificate in Housing
- Good understanding and up-to-date knowledge of the rent arrears protocol, Arrears recovery and welfare benefits.
- Ability to prioritise workload and work under pressure to meet tight deadlines.
- Actively contribute to the strategic direction of the Income Team.
- Manage a dedicated team of officers responsible for providing a high-quality income collection service.
- Proven track record in delivering Income management services across complex and diverse communities, ensuring effective service provision and positive resident outcomes.
- Strong performance management expertise, including developing innovative approaches to meet and exceed performance targets within Income services.
- Problem-solving and relationship-building abilities, consistently winning the trust and respect of tenants and residents while driving service improvements.
- Strong influencing skills, Problem-solving, and relationship-building abilities. Work collaboratively across the Neighbourhoods’ service and wider organisation and partners.
- Ensure services are delivered successfully to support tenants to sustain their homes.
- The ability to use a variety of datasets to identify, monitor and review staff performance to improve customer satisfaction.
- Excellent communication skills, both written and verbal for a variety of audiences.
- The ability to hold ‘One to Ones,’ support, develop and mentor team members.
- The ability to work successfully with key internal and external stakeholders and voluntary organisation to achieve results for the tenant and London Borough of Tower Hamlets.
Our Benefits
- Competitive salary £51,831 - £55,080
- Local Government Pension Scheme membership.
- Generous annual leave: 29 days, rising to 33 with 5+ years’ service, plus bank holidays and 3 additional days at Christmas.
- Flexible and agile working to support work–life balance.
- Staff money-saving schemes (e.g., rent deposit loans, season ticket loans).
- Learning and development opportunities through our Learning Academy, with clear career development and leadership pathways.