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
As Team Lead, you will support the Operations Manager to lead a team responsible for managing and recovering current rental income, former tenant arrears and other housing-related charges.
You will play a key role in:
* 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
Applicants shortlisted will be invited to sit a test on either 20th or 21st April with those successful invited to interview. The interviews will be held on 27th, 29th and 30 April 2026.
Please note that the date for the tests and interviews cannot be changed.
Please submit a CV and supporting statement to jeanette_wade@sandwell.gov.uk before the closing date.
We reserve the right to close vacancies prior to their advertised date if we receive a large number of applications. Therefore, you are strongly advised to submit your CV as soon as possible. When submitting your CV and supporting statement, please refer to the supporting documents attached.
If you are an internal candidate and currently at risk, please let the recruiting manager know.
If you wish to apply as Care Leaver or a Disability Confident candidate, please make sure to state this when submitting your CV.
If you have a disability and require assistance in submitting your CV, please contact jeanette_wade@sandwell.gov.uk
For more information about working for Sandwell Council, our recruitment process and our offer to you please visit https://www.sandwell.gov.uk/counciljobs
Click here to find out more about our One Team Framework: Values and Behaviours
https://www.sandwell.gov.uk/WeAreSandwell/council/story
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