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Income Team Leader Arrears / Debt

Tower hamlets



£42510 - £45711/annum


Posted: 24/01/2023

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Income Team Leader - Arrears / Debt

£42,510 - £45,711 per annum depending on skills

East London

Full Time, 35 Hours Per Week

Fixed Term Contract – 12 Months

We have an opportunity for an Income Team Leader to join us to be responsible for the delivery of a comprehensive and responsive income collection and associated arrears recovery service.

You will manage a team of 7 direct reports, developing and driving forward continuous improvement ensuring a seamless income collection and debt recovery service is delivered. You will focus on operational management, performance, and outcomes for both tenants and THH at a very challenging time when the rising cost of living and household finance are stretched the most.

You will actively contribute to the strategic direction of the Income Team, work collaboratively across the Neighbourhood service and wider organisation to ensure services are delivered successfully, our tenants are supported to sustain their homes and, manage a dedicated team of officers responsible for providing a high-quality income collection service.

We are looking for an Income Team Leader with:


Solid experience of directly managing teams dealing with complex arrears recovery casework


The ability to hold ‘One to Ones’, support, develop and mentor team members


The ability to use a variety of datasets to identify, monitor and review staff performance to improve customer satisfaction


Detailed understanding and use of IT systems Northgate; DWP Landlord Portal; Comino etc.


Excellent communication skills, both written and verbal


The ability to prioritise workload and work under pressure to meet tight deadlines.


Good understanding and up-to-date knowledge of the challenges faced when collecting rental income & debt collection.


Strong influencing skills and ability to work collaboratively with Colleagues and Partners


The ability to work successfully with key internal and external stakeholders and voluntary organisation to achieve results for the tenant and THH


Ability to write concise reports and letters for a variety of audiences

Our Offer to Applicants

At Tower Hamlets Homes, people are at the heart of our business, and our success depends on employing the best people and getting the best from them. We are committed to developing and investing in our workforce - in return for you choosing to work with us, we will offer you a range of great benefits, including:


26 days holiday rising to 31 days with length of service, bank holidays and statutory/concessionary days, plus an additional day of annual leave (pending for 2023)


Access to an excellent pension scheme;


Access to 24/7 confidential Employee Assistance Programme


Amazing commercial discounts, including discounts at many gyms, shops and restaurants;


Your voice heard through our staff forum and networking groups for women and LGBT staff


Established staff support networks supporting mental health and domestic abuse


Supporting your professional growth through a range of learning and development opportunities, online resources and access to mentoring programmes


We’re happy to talk flexible working

Many of our staff are now hybrid working. In this role there is some flexibility of location – some of this role can be done successfully from home or remotely although there will be an expectation that the postholder meets face to face with colleagues and customers in order to maintain service delivery, relationships, collaborate and support other colleagues. We expect that on average the postholder will spend approximately a minimum of 2-3 days per week onsite.

Equally, we have modern, recently refurbished offices in London E1 and London E14 and will soon be moving to offices based at Whitechapel in Spring 2023, which are Covid secure, where this work can be wholly performed. The postholder will be provided with a corporate laptop on which to do their work. You will require appropriate facilities at home to undertake homeworking effectively and safely.

Service delivery is 8.30 to 17.00 – Our Team Leaders do an early 8.30 to 4.30 or late 9.00 to 17.00 with an hour for lunch.

How to apply

If you are interested in applying, please complete an application form by clicking the ‘apply’ button.

Closing Date for applications: Friday 3rd February 2023

Interview Date: (to be confirmed)

We are a Disability Confident employer and welcome applications from disabled candidates. We guarantee an interview to disabled candidates meeting the minimum set criteria for the role

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