Job Description

Job Introduction

Pinnacle Group is looking for a Head of Income Collection to oversee a large, talented and growing team of colleagues providing income collection services across our Homes business and covering all tenures of housing & property management. This is a key senior role working with a range of clients, a growing number of which are institutional investors such as pension funds, you will provide a market leading service that both maximises income while supporting end customers to meet their obligations through efficient rent and service charge collection, as well as arrears recovery processes.


You'll be an ambitious leader with proven experience in housing income collection management and a desire to deliver quality standards at pace, developing your team to perform at consistently high standards so we can achieve our best-in-class ambition. In return, we offer a fast paced, positive and growing business with excellent opportunities for development. This is a rare chance to join a commercially minded and socially principled organisation with a strong track record of growth and exciting prospects for the future.


Our Homes business is a leading provider of housing & property management services across all tenures. A community-focused business, our client base spans central and local government, as well as the development and institutional investment sectors. Alongside over 80,000 homes in management we have two for profit registered provider registrations and a market-leading council partnership acquiring, refurbishing, managing and maintaining a portfolio of 500 properties. In the last three years, in addition to acquiring a residential lettings business, we have secured a major Ministry of Defence contract providing services across a portfolio of 49,000 military homes, as well as a growing client base within the Build to Rent and development sectors.

Who We Are

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.


We're a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

Who We're Looking For

We're looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.



Key Responsibilities:

To lead all aspects of the income collection function, including managing a staff team of circa 35 staff with 4 direct reports working across all tenures ensuring timely, accurate and compliant collection of rent and service charges. Set the strategic direction for the team ensuring it is stable, resilient and high performing such that it can support future business growth and evolving client requirements. Develop a robust approach to resource planning such that all contracts are appropriately resourced, patch sizes are optimised and operating margins delivered. Model leadership behaviours to achieve service excellence and deliver continuous improvement, developing policies and processes to maintain a modern, customer-orientated function. Ensure that rental income and service charge collection is maximised, arrears reduced and client KPIs are met. Oversee preparation of monthly client performance reports, ensuring they are high-quality, timely and accurate. Build effective partnerships with operational counterparts in rental and residential management divisions to deliver an aligned approach and collaborative working benefits are realised. Support operational directors in strategic client relationships by advising on income collection issues, attending client meetings and providing supporting analysis. Support business development initiatives, contributing to tenders, presentations and prospective client meetings as required. Contribute to ensuring the organisation is compliant with housing related legislation, welfare changes, regulatory requirements and best practice. Risk management - early identification of potential problems, development of risk mitigation strategies, and timely escalation where necessary.

Key Requirements:

An excellent knowledge of income collection - strategic context, business processes and operational delivery, as well as what it takes to deliver a best-in-class service. The ability to manage and motivate individuals and teams to deliver excellence. A rigorous approach to performance management - coaching, inspiring, setting targets, strategic supervision - to deliver outcomes. Strong analytical skills, the ability to digest lots of information and take decisions. A proven track record in building strong relationships with internal and external partners, our clients and stakeholder agencies. Excellent verbal and written communication skills. Good understanding of the Welfare Reform Act, GDPR and associated legislation.

Our Offer

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds - particularly from those who represent the communities we serve.


As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.


We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers

Maternity/paternity packages Flexible Working Arrangements Life Assurance Enhanced Pension Scheme Additional Annual Leave Private Medical Insurance Cycle to Work Scheme Employee Assistance Programme Retail Discounts Childcare Assistance Season Ticket Loans Sick Pay Schemes Personal Development Plans * Company Bonus