Income Team Manager

We are recruiting for an Income Team Manager to join our Income Team within our Neighbourhood and Income Service.

If you are passionate about delivering excellent housing services, driving service improvement, and supporting residents to sustain their tenancies, we would love to hear from you.

In this role, you will:

• Lead and manage the delivery of a comprehensive income collection service, ensuring effective arrears management, maximising income recovery, and meeting performance targets
• Drive early intervention, financial inclusion, and tenancy sustainment initiatives, mitigating the impact of welfare reform and supporting residents in financial difficulty
• Oversee service performance, policies, and processes, ensuring continuous improvement through data insights, customer feedback, and benchmarking
• Build strong partnerships across internal teams, statutory agencies, and external organisations to deliver a joined-up, customer-focused service

About You

We are looking for someone who can demonstrate:

• A recognised Level 4 housing management qualification (e.g. CIH Level 4) or equivalent experience, with a commitment to achieving this if not already held
• Significant experience managing income collection or arrears recovery services within a housing or public sector environment, including leading teams and driving performance
• Strong knowledge of housing income management, welfare reform, and relevant legislation affecting rent collection and tenancy sustainment
• Strong communication and collaborative skills, with the ability to work effectively in a diverse community

Our Benefits

• Competitive salary [£58,551- £61,686]
• Local Government Pension Scheme membership.
• Generous annual leave: 29 days, rising to 33 with 5+ years’ service, plus bank holidays and 3 additional days at Christmas.
• Flexible and agile working to support work–life balance.
• Staff money-saving schemes (e.g., rent deposit loans, season ticket loans).
• Learning and development opportunities through our Learning Academy, with clear career development and leadership pathways.

Benefits

Tower Hamlets is a truly unique borough at the heart of London – a place where history and innovation sit side by side. From the docks and markets that shaped the East End to the global business hub of Canary Wharf, we are proud to be one of the most dynamic, diverse, and ambitious communities in the UK. We are also one of the fastest growing and youngest boroughs in the country, offering unrivalled opportunities to make a real difference to people’s lives. Our residents are energetic, creative, and resilient, and our council is committed to delivering the best possible services and opportunities for them.

Our award-winning new Town Hall in Whitechapel provides a modern, flexible workplace for our staff, right at the heart of the borough and directly opposite Whitechapel Tube and Elizabeth line station. It is more than just a workplace – it’s a hub for collaboration, innovation and community, designed to bring out the best in our people.

As an employer, we put equality, diversity, and inclusion at the heart of everything we do. Our active Employee Network Groups celebrate and champion our workforce, helping to ensure that everyone feels a sense of belonging. Guided by our TOWER values – Together, Open, Willing, Excellent and Respect – we are building a positive, inclusive culture where colleagues can thrive.

At Tower Hamlets Council, you’ll find exciting challenges, supportive colleagues, and the chance to shape one of London’s most important and vibrant places. If you’re looking for a role where you can see the impact of your work every day, then Tower Hamlets is the place for you.