Income Recovery Team Leader

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.