Job Description

** PREVIOUS APPLICANTS MAY NOT APPLY **
Title: Income Team Manager
Contracts: Permanent, Full-Time
Hours: 35 hours per week
Persona: Agile (20-40% in office and 3-4 days working from home)
Office Location: Stratford, London or Trafford, Greater Manchester
(Travel to WHL office will be required to work with the
team on adhoc basis)
Salary: 47,135 to 52,008 per annum (London)
41,168 to 45,800 per annum (Outside London)
Closing date for completed applications: 22nd June 2025 at 11:59 pm
Interviews: First Stage - Telephone Interviews 1st & 2nd July 2025
Second Stage - Face to Face Interviews 7th & 8th July 2025
Please note: The successful candidate will be required to attend the Stratford office for up to four days per week during the first six weeks of the role for training purposes.
**Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated
Join our Income Management team at an exciting time of transformation!

• Are you experienced in managing staff performance within a fast paced customer service environment?
• Are you a natural leader with strong analytical skills and committed to delivering results?
• Do you have experience in managing debt negotiation / collection with proven ability to drive arrears reductions?

If this sounds like you, we'd love to see your expertise in action!
If so, we'd love for you to bring your expertise and make a positive impact in this essential role.
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, we have an exciting opportunity for three experienced Income Team Managers to join our team.
Reporting to one of our Regional Income Managers you will be responsible for the day-to-day management of a high performing, fast paced Income collection team across a geographical 'patch'. Your team will consist of 5-8 staff members, made up of a Senior Account Lead, a Recovery & Enforcement Lead and multiple Customer Account Leads. You will be providing expert support, guidance and mentoring to ensure we consistently deliver the right level of service to our residents and maximise collection into the department and reduce rent arrears.
You will be proactive to manage performance and ensure your team deliver KPI results, which include achieving productivity targets, making calls to residents and working accounts effectively within the arrears life cycle. You will be close to your teams performance and be able to account for all internal and external factors which may impact on rent arrears.
You'll have a pro-active approach to drive down rent arrears, whilst delivering excellent customer service and complaint resolution. You will lead a team through difficult decision making, helping guide team members with complex issues that arise.
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.
What You'll Bring:
To excel in this role, you'll need:

• Income Management Knowledge and Experience: Knowledge of Housing Law, Landlord and Tenant Act, Welfare Reform and of Court and Rent Arrears lifecycle, it is desired to have in-depth knowledge on possession protocols. This should be demonstrated within your application.
• Management and Leadership: Experience in managing a mixed ability team and staff performance within a fast paced customer service environment. Support others to make clear and appropriate decisions on matters that have impact on the escalation of accounts. Be confident to challenge under performance and manage this appropriately.
• Communication and Customer Service: Exceptional communication and customer service skills with previous experience in conflict resolution and the ability to convey complex information in a consumable way.
• Organisation and Time Management: Self-motivated with excellent organisational skills and the ability to effectively plan and set the priorities of a team to meet key deadlines and achieve targets. Ability to identify areas for improvement within the department and take the lead to implement these changes.
• Stakeholder Management: Able to work with internal and external stakeholders proactively and productively to find holistic and optimal outcomes for customers. Identify and liaise with key stakeholders involved with top debt cases to come to resolution for the arrears.

Why Work for L&Q?
L&Q is not just a workplace; it's a community. Recognised 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:

• Generous Annual Leave: Starting at 28 days and increasing to 31 days after 3 years of continuous service.
• Excellent Pension Scheme: Double contribution up to 6%.
• Health Cash Plan: Claim money towards different types of medical services, and access other health and wellbeing offers
• Life Assurance: Generous non-contributory coverage.
• Employee Assistance Programme: Support when you need it.
• Recognition Bonus Scheme: Spot awards for outstanding contributions.
• Family-Friendly Policies: Designed to help you balance work and family life
• Diverse Networking Groups: Join groups like Ability, Kaleidoscope, Inspire & Spectrum.
• Volunteer Time: Up to 21 hours per year to volunteer with the charity of your choice.
• Learning & Development: Commitment to your professional growth.

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!
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 250 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&Q's 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 you're 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 it's feasible then we'll 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.