Senior Income & Recovery Lead - Temporary Accommodation in Birmingham

Following a recent service review, the Temporary Accommodation Income Team has transitioned into the Rents Service within Finance. This change is designed to strengthen income collection and debt recovery arrangements across Temporary Accommodation, supporting residents to sustain licences and prevent debt escalation, while reducing the Council's overall debt exposure. The Senior Income Officer - Temporary Accommodation is responsible for maximising income collection and recovering arrears in line with relevant legislation, policies, procedures, and service standards. The post holder will also lead, motivate, and develop a team of TA Income Officers, ensuring high levels of performance and service delivery.

Responsibilities

• Support the Income Manager in developing, implementing, and monitoring service work plans.
• Assist the Temporary Accommodation Income Manager to ensure the effective delivery of the Temporary Accommodation Income Service.
• Liaise with other Income Managers across the Council to promote consistency and a unified approach to income collection and arrears management.
• Provide day‑to‑day support and guidance to the team, ensuring work is completed to a high standard.
• Respond to customer demand across all service channels in accordance with policies, procedures, legal frameworks, and statutory governance.
• Prepare and contribute to performance reports and statistical information as required.
• Oversee and coordinate training for team members, including monitoring and evaluating its effectiveness.
• Respond to complex, multi‑channel enquiries from key stakeholders in a timely manner and in line with published service standards.
• Manage and monitor complex Temporary Accommodation charge accounts to ensure payments are made promptly.
• Liaise directly with residents, providing advice and support on financial matters, including benefits.
• Work collaboratively with colleagues and managers to improve collection and recovery rates.
• Promote a "right first time, on time, every time" approach to income recovery and arrears case management.
• Use a range of IT systems to process requests, produce management and audit information, and maintain accurate records.

Qualifications

• Proven experience of direct line management within social housing or a comparable environment.
• Substantial experience in income collection, income maximisation, and arrears management.
• Strong communication, influencing, and negotiation skills.
• Ability to work effectively both independently and as part of a team.
• Sound knowledge of housing legislation, Housing Benefit, and welfare reform.
• Excellent organisational skills with the ability to manage competing priorities.
• Competence in using housing management systems and Microsoft Office applications.

This is a demanding and rewarding role, requiring a balanced approach to maximising income while meeting the Council's responsibilities to support vulnerable residents. The post sits within the wider Rents Service and will play an active role in service improvement initiatives. Working alongside a team of Temporary Accommodation Income Officers, the role will help ensure General Fund income is maximised in compliance with all relevant legislation, policies, and standards. The ideal candidate will have strong experience in people management and income recovery within a social housing context, with a clear understanding of housing legislation as it relates to homelessness and Temporary Accommodation. You will be confident in applying welfare reform and housing support regulations to support effective income management. As a newly developing team, this is an exciting opportunity to help shape future service delivery and contribute to the Council's long‑term commitment to service excellence and transformation.

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.

Benefits

In return, we offer you excellent terms and conditions, generous annual leave, a great pension scheme, well‑being support, annual travel passes and discounts at a number of city centre establishments.