Income Manager

Marks Consulting Partners are currently looking for an Income Manager to work with one of our Housing Association clients in London.

What the Job Will Be Doing

• Leading the income management and arrears recovery service across general needs, supported and temporary accommodation stock
• Maximising rental income collection and reducing current and former tenant arrears
• Developing and implementing effective arrears prevention and recovery strategies
• Managing complex arrears cases and overseeing legal action where appropriate
• Supporting tenancy sustainment through proactive resident engagement and financial inclusion support
• Working collaboratively with residents to agree realistic repayment arrangements
• Managing, motivating and developing Income Officers and wider income teams to achieve high performance standards
• Monitoring KPIs, service standards and performance targets to drive service improvement
• Producing performance reports and analysing data to identify trends and areas for improvement
• Ensuring compliance with housing legislation, regulatory requirements and pre-action protocols
• Supporting complaint resolution and improving customer satisfaction across the income service
• Building strong relationships with internal teams, local authorities, DWP and external support agencies
• Representing the organisation at meetings, partnership forums and court hearings where required

What You Will Need

• Proven experience managing an income or rent recovery service within social housing or local government
• Strong knowledge of arrears recovery processes, tenancy sustainment and housing legislation
• Experience managing and developing staff within a target-driven environment
• Strong understanding of welfare benefits and Universal Credit
• Ability to balance income recovery with a resident-focused approach
• Experience producing performance reports and analysing service data
• Excellent communication, negotiation and stakeholder management skills
• Strong organisational and leadership abilities
• Experience using housing management systems and Microsoft Office packages
• CIH qualification or equivalent professional qualification desirable