Job type: - 3 month
Salary: PAYE - £28.27/hour
Job Purpose
The Income Manager will lead and manage an effective Income Team responsible for the collection and recovery of rent and other housing-related income across residential and non-residential council properties.
The role will oversee rent arrears management, income maximisation, legal recovery action, tenancy sustainment and performance management. The postholder will provide strong leadership to the team, ensure compliance with housing legislation and council policies, and develop effective relationships with internal departments, tenants, legal representatives and external support agencies.
The role will have operational responsibility for a significant annual rent roll, ensuring income collection targets are achieved while reducing bad debt and supporting vulnerable residents.
Key Roles & Responsibilities
Lead and manage the Income Team, including recruitment, induction, training, coaching, performance management and development of Income Officers and Income Assistants.
Manage current and former rent arrears, ensuring outstanding balances are actively monitored and recovered in accordance with council policies, statutory requirements and best practice.
Oversee complex and high-value arrears cases, including disputed accounts, vulnerable residents, introductory tenancies and cases involving multiple internal or external agencies.
Monitor and report on income performance, providing regular reports on arrears, recovery actions, legal cases, payment plans, collection rates and key performance indicators to senior management.
Authorise and oversee legal recovery action, including applications for court proceedings and evictions, and represent the Council at court hearings when required.
Manage payment arrangements and income recovery strategies, ensuring agreements are regularly reviewed and appropriate action is taken where payment plans are breached.
Maximise rental income and minimise bad debt, contributing to the effective management of an annual rent roll of approximately £48 million and ensuring value for money across income and legal costs.
Work collaboratively with internal and external stakeholders, including Housing, Revenues, DWP, ICT, legal teams, Citizens Advice and other welfare/support agencies to improve income collection and tenancy sustainment.
Develop and maintain effective income collection procedures and systems, including the use of Capita Housing, CRM, Direct Debit facilities and other payment methods to improve efficiency and customer accessibility.
Support service development and continuous improvement, deputising for the Head of Income and Financial Inclusion when required, responding to complaints and Member Enquiries, and ensuring excellent customer service and compliance with housing legislation.Qualifications & Experience
Relevant Housing qualification, such as CIH accreditation or a recognised professional housing qualification, or currently studying towards one.
Proven experience of managing and developing staff, including performance management, coaching and training.
Strong experience within social housing, local authority housing or a similar housing management environment.
Detailed knowledge of rent arrears management, income recovery and debt collection processes.
Good working knowledge of UK housing legislation, housing law and legal procedures relating to rent arrears and possession.
Experience of managing complex rent arrears cases, including vulnerable tenants, disputed accounts and payment arrangements.
Detailed knowledge of housing benefits, welfare benefits and welfare reform and their impact on rent collection and tenancy sustainment.
Experience of preparing performance reports, monitoring KPIs and analysing income collection data.
Experience working with housing management systems, CRM systems and/or payment platforms; knowledge of Capita Housing would be advantageous.
Strong communication, negotiation and relationship-management skills, with the ability to work effectively with tenants, solicitors, courts, internal departments and external agencies.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy
Salary description
£28.27 - £28.27 per hour