Job Description

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 - 347,135 per annum (London)
341,168 per annum (Outside London)
Closing date for completed applications: 27th April 2025 at 11:59 pm
**Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.
L&Qs 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. Youll 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&Qs 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&Qs 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 xe2x80x98One 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 youll 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 Teams 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 xe2x80x98patch.
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 KPIs. 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&Qs 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 Teams 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.

L&Q is a large, fast-paced, and passionate organisation with a strong mission to combine its social purpose and commercial drive to create homes and neighbourhoods everyone can be proud of.
We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered.
Looking to leverage your expertise and leadership in a role that directly impacts our residents and team success? Apply today and contribute to our mission!
Why Work for L&Q?
L&Q is not just a workplace; it's a community. Recognized as one of the UK's Best Workplaces for Women and certified as a Great Place to Work, we offer an environment where everyone can thrive.
The successful candidate will have access to our full suite of benefits, which includes:
xc2xb7 Generous Annual Leave: Starting at 28 days and increasing to 31 days after 3 years of continuous service.
xc2xb7 Excellent Pension Scheme: Double contribution up to 6%.
xc2xb7 Health Cash Plan: Claim money towards different types of medical services, and access other health and wellbeing offers
xc2xb7 Life Assurance: Generous non-contributory coverage.
xc2xb7 Employee Assistance Programme: Support when you need it.
xc2xb7 Recognition Bonus Scheme: Spot awards for outstanding contributions.
xc2xb7 Family-Friendly Policies: Designed to help you balance work and family life
xc2xb7 Diverse Networking Groups: Join groups like Ability, Kaleidoscope, Inspire & Spectrum.
xc2xb7 Volunteer Time: Up to 21 hours per year to volunteer with the charity of your choice.
xc2xb7 Learning & Development: Commitment to your professional growth.
If you are interested in the role and ready to make a significant impact in a constantly evolving and fast-paced organisation, then apply without delay!
As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our 3250 million L&Q Foundation and our skills academy.
Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.
At the foundation of everything that we do are our corporate values and associated behaviours. Our organisational behavioural framework outlines the core expectations of all employees, which should be demonstrated at all times when representing L&Q. More information about L&Qs values can be found on our website and a copy of our behavioural framework can be provided on request.
Our commitments:
At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.
We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if youre interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if its feasible then well make it happen.
We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.
We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.