Warning
This job advert has expired and applications have closed.
Income Manager
| Posting date: | 02 April 2025 |
|---|---|
| Salary: | £41,168 to £47,135 per year |
| Additional salary information: | Starting from - £47,135 per annum (London) / £41,168 per annum (Outside London) |
| Hours: | Full time |
| Closing date: | 27 April 2025 |
| Location: | Stratford, East London |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | L&Q Group |
| Job type: | Permanent |
| Job reference: |
Summary
Title: Income Team Manager
Contract: Permanent Full Time
Hours: 35 hours per week
Persona: Agile (20-40% in office and 3-4 days working from home)
Office Location: West Ham Lane, London or Stretford, Manchester
Salary: Starting from - £47,135 per annum (London) / £41,168 per annum (Outside London)
**Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
L&Q’s Future Shape Strategy sets Operational Excellence as a cornerstone of our mission, with a commitment to delivering reliable, repeatable, and consistent services. As we continue to reshape our Income Management Team and ways of working, this is an exciting opportunity for you to join as an Income Team Manager and help guide our team through the next phase of transformation. You’ll lead and mentor a talented group of 5-8 Income Management professionals to maximise collection into the department and reduce rent arrears, directly impacting L&Q’s service delivery and our residents’ experience.
You will have experience of leading a high performing multi-disciplinary team, ideally with either debt collection experience or knowledge of the housing sector. You will have professional, customer and performance-focused income recovery and enforcement service that aligns to L&Q’s wider organisational values and performance indicators.
You will be responsible for the day-to-day management of a high performing, fast paced Income collection team. You will be providing expert support, guidance and mentoring to ensure we consistently deliver the right level of service to our residents. You will drive the reduction of rent arrears on your team, through high quality management, mentoring and understanding of the Income Collection Policy. The ideal candidate will be pro-active approach to own complaint resolution and be responsible for working across Teams to ensure we have the right capabilities and capacity in place to meet demand.
Whether driving a consistent ‘One Team’ culture across Income Management, being the face of Income Management to colleagues across L&Q or building relationships with third-party providers, you will need a proven track record of building long lasting effective working relationships with a wide variety of internal and external stakeholders. Along with this, you will need to be a great communicator with the ability to convey complex information in a consumable way.
Above all to be great at this job you’ll need to be analytical, a natural problem solver and committed to delivering results.
Additionally, you will need to be passionate, target driven, confident and able to interact positively with our stakeholders. You should have a flair for problem solving and a determination to achieve positive outcomes with an ability to work with, lead and motivate team performance and have a track record of delivering significant change which improves business effectiveness in sustainable ways.
A high performing Income Team Manager should demonstrate resilience in this fast-paced working environment to lead a team through difficult decision making. You will have the ability to help guide team members with complex issues that arise within your team.
Finally, you will need to be resourceful and organised in your approach and demonstrate an ability to identify risks and prioritise both your own and your Team’s work to meet set deadlines. You should lead by example and manage a strong workforce to achieve the overall goal of maximising income collection.
If successful, you will report into one of our Regional Income Managers and lead a Team of Income Management professionals across a geographical ‘patch’.
What You'll Bring:
To excel in this role, you'll need:
Income Management Knowledge and Experience: Subject Matter Expert across the arrears lifecycle with knowledge of Housing Law, Landlord and Tenant Act, Welfare Reform and legal procedures and documentation. Ideal experience includes knowledge of preparing legal documents, attending court and managing evictions for rent arrears.
Management and Leadership: Experience of leading and managing successful multi-disciplinary teams in a fast paced, challenging environment with a proven track record of managing change and motivating teams to consistently achieve KPI’s. Strong team working and team building skills. Demonstrate performance management capabilities, which contribute to the continuous improvement of a high performing team.
Communication and Customer Service: Exceptional communication and customer service skills that live L&Q’s values and set the standard for the Income Management Team. Ability to communicate effectively with internal and external stakeholders using a variety of tools and methodologies. Ability to create a team environment which demonstrates the customer is at the heart of our decision making, whilst also meeting the demands of the organisation.
Organisation and Time Management: Self-motivated with excellent organisational skills and able to effectively prioritise their own and their Team’s workload in a pressured environment. Effective resource planning to maximise the productivity of the team to achieve positive outcomes, always leading by example.
Stakeholder Management: Able to work with and communicate with internal and colleagues to drive positive outcomes for residents. Ability to own relationships with external providers ensuring value for money in the goods and services provided. Proven experience of working with and proactively managing stakeholders across a wide range of escalated account types. Proactive in building new relationships which encourages collaborative working, to enable our residents to achieve the right outcome.
Contract: Permanent Full Time
Hours: 35 hours per week
Persona: Agile (20-40% in office and 3-4 days working from home)
Office Location: West Ham Lane, London or Stretford, Manchester
Salary: Starting from - £47,135 per annum (London) / £41,168 per annum (Outside London)
**Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
L&Q’s Future Shape Strategy sets Operational Excellence as a cornerstone of our mission, with a commitment to delivering reliable, repeatable, and consistent services. As we continue to reshape our Income Management Team and ways of working, this is an exciting opportunity for you to join as an Income Team Manager and help guide our team through the next phase of transformation. You’ll lead and mentor a talented group of 5-8 Income Management professionals to maximise collection into the department and reduce rent arrears, directly impacting L&Q’s service delivery and our residents’ experience.
You will have experience of leading a high performing multi-disciplinary team, ideally with either debt collection experience or knowledge of the housing sector. You will have professional, customer and performance-focused income recovery and enforcement service that aligns to L&Q’s wider organisational values and performance indicators.
You will be responsible for the day-to-day management of a high performing, fast paced Income collection team. You will be providing expert support, guidance and mentoring to ensure we consistently deliver the right level of service to our residents. You will drive the reduction of rent arrears on your team, through high quality management, mentoring and understanding of the Income Collection Policy. The ideal candidate will be pro-active approach to own complaint resolution and be responsible for working across Teams to ensure we have the right capabilities and capacity in place to meet demand.
Whether driving a consistent ‘One Team’ culture across Income Management, being the face of Income Management to colleagues across L&Q or building relationships with third-party providers, you will need a proven track record of building long lasting effective working relationships with a wide variety of internal and external stakeholders. Along with this, you will need to be a great communicator with the ability to convey complex information in a consumable way.
Above all to be great at this job you’ll need to be analytical, a natural problem solver and committed to delivering results.
Additionally, you will need to be passionate, target driven, confident and able to interact positively with our stakeholders. You should have a flair for problem solving and a determination to achieve positive outcomes with an ability to work with, lead and motivate team performance and have a track record of delivering significant change which improves business effectiveness in sustainable ways.
A high performing Income Team Manager should demonstrate resilience in this fast-paced working environment to lead a team through difficult decision making. You will have the ability to help guide team members with complex issues that arise within your team.
Finally, you will need to be resourceful and organised in your approach and demonstrate an ability to identify risks and prioritise both your own and your Team’s work to meet set deadlines. You should lead by example and manage a strong workforce to achieve the overall goal of maximising income collection.
If successful, you will report into one of our Regional Income Managers and lead a Team of Income Management professionals across a geographical ‘patch’.
What You'll Bring:
To excel in this role, you'll need:
Income Management Knowledge and Experience: Subject Matter Expert across the arrears lifecycle with knowledge of Housing Law, Landlord and Tenant Act, Welfare Reform and legal procedures and documentation. Ideal experience includes knowledge of preparing legal documents, attending court and managing evictions for rent arrears.
Management and Leadership: Experience of leading and managing successful multi-disciplinary teams in a fast paced, challenging environment with a proven track record of managing change and motivating teams to consistently achieve KPI’s. Strong team working and team building skills. Demonstrate performance management capabilities, which contribute to the continuous improvement of a high performing team.
Communication and Customer Service: Exceptional communication and customer service skills that live L&Q’s values and set the standard for the Income Management Team. Ability to communicate effectively with internal and external stakeholders using a variety of tools and methodologies. Ability to create a team environment which demonstrates the customer is at the heart of our decision making, whilst also meeting the demands of the organisation.
Organisation and Time Management: Self-motivated with excellent organisational skills and able to effectively prioritise their own and their Team’s workload in a pressured environment. Effective resource planning to maximise the productivity of the team to achieve positive outcomes, always leading by example.
Stakeholder Management: Able to work with and communicate with internal and colleagues to drive positive outcomes for residents. Ability to own relationships with external providers ensuring value for money in the goods and services provided. Proven experience of working with and proactively managing stakeholders across a wide range of escalated account types. Proactive in building new relationships which encourages collaborative working, to enable our residents to achieve the right outcome.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.