Head of Customer, Payments and Charges in Coventry

Head of Customer Payments and Charges A pivotal leadership role responsible for shaping Orbit's approach to income collection, rents compliance and service charges across a multi-million-pound rent roll. You'll drive strong financial performance while ensuring customers receive the right support to sustain their tenancies and thrive in their homes. Leading high-performing teams, you will set the strategic direction for income recovery, arrears prevention, rents compliance and service charge management, ensuring services remain customer-focused, financially robust and fully compliant with regulatory requirements. Using data, insight and sector expertise, you'll identify emerging risks and opportunities, drive continuous improvement and lead transformation across systems, processes and customer journeys. You'll act as a trusted adviser to senior leaders, providing strategic guidance on rent regulation, governance and compliance while helping to deliver Orbit's 2030 ambitions. This is an opportunity to make a significant impact on customer outcomes, organisational performance and regulatory assurance within one of the UK's leading housing groups. ABOUT YOU The successful candidate will bring a strong combination of senior leadership experience, technical expertise and commercial judgement, with the ability to operate effectively within a complex and highly regulated housing environment. A strategic and collaborative leader, they will be confident balancing financial performance, regulatory requirements and positive customer outcomes. They will bring strong analytical thinking, use insight to drive continuous improvement and be comfortable influencing at senior level. Above all, they will be able to inspire and develop high-performing teams, build strong relationships and lead effectively through change, while demonstrating a clear commitment to Orbit's values and customer-focused approach. KNOWLEDGE, SKILLS & EXPERIENCE Key experience and capabilities will include: Significant senior leadership experience across income recovery, rent setting and compliance, and service charges, with a strong track record of delivering financial, customer and regulatory outcomes. In-depth knowledge of rent regulation, legislation and compliance across multiple tenures, including the Rent Standard, Welfare Reform and relevant Housing Acts. Experience of leading large-scale, high-value income services, with responsibility for financial performance, risk management and tenancy outcomes. Proven ability to design and embed robust compliance, audit and assurance frameworks, providing clear evidence of effective controls and regulatory compliance. Strong strategic capability, including experience of setting direction, influencing senior stakeholders and translating insight into deliverable plans. Highly developed analytical and problem-solving skills, with the ability to interpret complex information, identify emerging risks and opportunities, and support evidence-based decision making. Strong commercial judgement combined with a customer-focused approach, balancing financial performance with fair and positive customer outcomes. Experience of leading transformation and continuous improvement, including service redesign, system change and the introduction of new ways of working. Excellent stakeholder management and influencing skill's, with the credibility to operate effectively with senior leaders and governance forums