Location
Mulberry Place, 5 Clove Crescent, London

Hours
Full Time - Permanent

Salary
£58,551 - £61,686 per annum

About the Role
We are recruiting for an Income Team Manager to join our Income Team within the Neighbourhood and Income Service at the London Borough of Tower Hamlets. If you are passionate about delivering excellent housing services, driving service improvement, and supporting residents to sustain their tenancies, we would love to hear from you. In this role, you will lead and manage the delivery of a comprehensive income collection service, ensuring effective arrears management, maximising income recovery, and meeting performance targets. You will drive early intervention, financial inclusion, and tenancy sustainment initiatives to mitigate the impact of welfare reform and support residents in financial difficulty. Additionally, you will oversee service performance, policies, and processes, ensuring continuous improvement through data insights, customer feedback, and benchmarking. Building strong partnerships across internal teams, statutory agencies, and external organisations to deliver a joined-up, customer-focused service will also be a key part of your responsibilities.

Benefits
Competitive salary within the range of £58,551 to £61,686. Membership of the Local Government Pension Scheme. Generous annual leave entitlement starting at 29 days, increasing to 33 days after 5+ years’ service, plus bank holidays and 3 additional days at Christmas. Flexible and agile working arrangements to support work–life balance. Access to staff money-saving schemes such as rent deposit loans and season ticket loans. Opportunities for learning and development through the Learning Academy, with clear career development and leadership pathways.

Experience
Significant experience managing income collection or arrears recovery services within a housing or public sector environment, including leading teams and driving performance.

About You
Strong knowledge of housing income management, welfare reform, and relevant legislation affecting rent collection and tenancy sustainment. Excellent communication and collaborative skills, with the ability to work effectively in a diverse community. Passionate about delivering excellent housing services and supporting residents to sustain their tenancies.

Qualifications
A recognised Level 4 housing management qualification (e.g. CIH Level 4) or equivalent experience, with a commitment to achieving this if not already held.