Income Manager

London Source: WhatJobs

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Pinnacle Group is seeking an experienced Income Manager to join our Homes division and to lead the delivery of an effective income collection service across a diverse housing portfolio. Reporting to the Head of Income Collection, you will be responsible for maximising income, reducing arrears, ensuring compliance with housing legislation, and driving service performance across current and former tenant arrears, sundry debts, and recharges. Leading a team of Income Officers and Team Leaders, you will play a key role in delivering operational excellence, improving performance, and supporting residents to sustain their tenancies. Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.

This is a hybrid role with travel required to Chancery Lane, London.

Who we are

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve. We’re a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.

Who we’re looking for

We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.

Key responsibilities will include

Leadership & Team Management – Lead a team of Income officers, including two Income Team Leaders, to deliver an effective income management service. Line manage Income Officers, providing guidance, support, and direction to manage complex casework. Develop a cohesive, high-performing team culture focused on customer satisfaction and service excellence. Participate in recruitment, training needs analysis, appraisals, and disciplinary processes.
Performance & Compliance – Ensure compliance with internal policies, procedures, and relevant legislation. Monitor and report on performance against client and employee KPIs, taking early action to address underperformance. Produce and analyse performance data to inform strategic decisions. Respond effectively to complaints, Member enquiries, and service requests. Risk management - early identification of potential problems, development of risk mitigation strategies, and timely escalation where necessary. Demonstrates expert knowledge of welfare benefits and legislation, providing strategic guidance and support to staff and residents to maximise income and sustain tenancies.
Service Development & Improvement – Translate policy decisions into operational practice through procedures and briefings. Lead income collection for new schemes and contracts. Develop and implement income maximisation initiatives and service improvement strategies. Maintain up-to-date knowledge of housing legislation and assess its impact on service delivery.
Corporate Contribution – Deputise for the Head of Income Collection when required. Contribute to the strategic direction of the income collection service and support corporate initiatives.

Key requirements

Proven experience leading income collection and arrears management services within a social housing environment.
Strong people management skills, with the ability to lead, develop, and motivate teams to deliver excellent performance and customer outcomes.
In-depth knowledge of housing legislation, welfare benefits, regulatory requirements, and income recovery processes.
Experience using performance data, KPIs, and service metrics to drive continuous improvement and deliver income maximisation targets.
Strong stakeholder management, problem-solving, and decision-making skills, with the ability to manage complex cases, competing priorities, and service challenges effectively.

Our offer

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.

As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.

In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including: