Contract Type: Permanent, Full-time
Workstyle: Roaming role with a mix of office based work, customer home visits and home working.
Hours: 37.5 hrs per week (Monday - Friday)
Additional Information: A full UK driving licence and access to a vehicle are essential. This role is subject to an enhanced DBS check, completed for the successful candidate.
Closing Date: Friday 8 May 2026
Are you ready to lead a high performing team, make a meaningful local impact, and help customers sustain their homes and thrive?
At Bromford Flagship LiveWest (BFL), we believe everyone has the right to a safe, secure and warm home. We support over 300,000 customers across 120,000 homes, and we're moving to a place based model that puts people, communities and local leadership at the centre of how we work.
The role
As an Income Manager, you'll lead a team of Income Management Advisors responsible for collecting over £70m in rent and service charge income, while ensuring customers receive the right support to sustain their tenancies.
This is a visible, roaming leadership role where your presence really matters. You'll balance performance with purpose - driving strong income results while focusing on early intervention, customer wellbeing and long term tenancy success.
You’ll provide clear leadership, coaching and technical guidance, supporting colleagues to manage complex cases confidently and proportionately. Working closely with customers, partners and colleagues across housing, neighbourhoods and support services, you’ll help prevent arrears from escalating and shape services around local needs.
This is not just about managing numbers - it's about leading people, building trust and strengthening communities.
Key responsibilities
* Lead, motivate and develop a high performing income management team
* Drive income performance through effective case management, data insight and KPI delivery
* Ensure income management policies, legal requirements and regulatory standards are met
* Support colleagues with complex cases, including home visits where required
* Manage customer complaints, stakeholder enquiries and escalations
* Use insight and reporting to improve service efficiency and customer outcomes
* Contribute to service improvement, change activity and income related projects
* Build strong relationships across teams and with external partners
* Working 2-3 days per week in one of our local offices supporting your patch
What you’ll bring
* Proven experience leading a customer facing team, ideally within income collection, housing or a related environment
* Strong knowledge of arrears management, income collection processes and relevant legislation
* Experience working with customers who may have complex needs or vulnerabilities
* A coaching led leadership style with a focus on developing people
* A track record of delivering performance while maintaining excellent customer service
* Confidence using data, reports and housing systems to drive improvement
* Excellent communication, judgement and relationship building skills
Why BFL?
Your work will help protect the income that funds vital services - but the real reward is helping customers gain stability, sustain their tenancies and build better futures in the places they call home.
If you’ve worked as an Income Manager, Income Team Leader, Benefits Team Leader or Housing Team Leader, this could be a strong next step in a values led organisation that puts people and place first.
Our benefits include
* Up to 10% performance related pay
* A range of pension options
* Access to the YuLife wellbeing app with wellbeing services
* Benekit discounts with hundreds of retailers
* £500 per year to spend on flexible benefits
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