TA Operations Manager in Birmingham

We are seeking an experienced and strategic manager to lead income recovery and debt management across the Temporary Accommodation (TA) service. This role is critical to ensuring strong financial performance, protecting public funds, and delivering a fair, customer-focused approach to income collection. You will lead a specialist service responsible for maximising collection of TA accommodation charges, improving performance, and strengthening relationships across internal services and external partners.

Overview

• Lead the delivery of income collection and debt recovery across Temporary Accommodation, ensuring targets and KPIs are consistently achieved.
• Manage and develop teams responsible for income recovery, performance management and customer engagement.
• Plan and allocate resources effectively across multiple channels (telephone, digital, face-to-face) to meet customer demand.
• Use data and customer profiling to design fair, targeted recovery activity that protects both income and the Council's reputation.
• Drive continuous improvement in systems, processes and service delivery to improve efficiency and maximise income.
• Build strong partnerships with key stakeholders including Benefits, Legal, Audit, DTS and TA Services.
• Produce and present high-quality reports for senior leaders and Elected Members, influencing decision-making.
• Play a pivotal role in protecting vital income that supports homelessness and housing services.
• Lead a high-profile service with real impact on financial sustainability and resident outcomes.
• Influence strategy around income management, welfare reform and service modernisation.
• Work closely with senior leaders, corporate finance and elected Members.
• Drive innovation in digital inclusion, financial inclusion and service delivery.
• Be part of a leadership team shaping the future of Temporary Accommodation services.
• Contribute to a service committed to equality, sustainability and customer-focused delivery.

Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached. We encourage applications from people of all backgrounds and aim to have a workforce that represents the communities we serve. Our data tells us that for this level of role, ethnic minorities are underrepresented and therefore we will use positive action to support us to achieve diverse shortlists. This may mean that recruitment times are a little longer, but we think this is worth it to achieve our aim.

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

You will be an experienced senior manager with strong expertise in housing-related income, debt recovery and performance improvement within a complex environment.

• Substantial experience leading income collection and debt recovery services within housing or temporary accommodation.
• Proven experience operating at senior management level, delivering performance improvement and managing complex services.
• Strong financial and business planning capability, with experience managing budgets and delivering value for money.
• Experience leading organisational change, improving systems and embedding new ways of working.
• Strong people management experience, including performance management, employee relations and workforce development.
• Excellent stakeholder management skills, working effectively with unions, partners and senior colleagues.
• Ability to analyse performance data and produce clear management information to drive decision-making.

Working for Birmingham City Council is more than just a job; it's about making life better for the 1 million plus people who live and work in the city. There is a clear vision which is ensuring that the Council is working for communities today and building for tomorrow, we focus our resources on five key priorities:

• A Prosperous Birmingham: through a focus on inclusive economic growth, tackling unemployment, attracting inward investment, and maximising the benefits of the Commonwealth Games.
• An Inclusive Birmingham: through a focus on tackling poverty and inequality, empowering citizens, promoting diversity and civic pride, and supporting and enabling all children and young people to thrive.
• A Safe Birmingham: through a focus on making the city safer, safeguarding vulnerable citizens, increasing affordable housing, and tackling homelessness.
• A Healthy Birmingham: through a focus on tackling health inequalities, encouraging physical activity and healthy living, supporting mental health, and improving outcomes for adults with disabilities and older people.
• A Green Birmingham: through a focus on street cleanliness, improving air quality, continuing the route to net zero, and becoming a city of nature.

We see the Council's role as providing strategic leadership - that's being able to visualise a new future for the city and equipping others to share our vision. We want to ensure the provision of services for all, so we can support those least able to support themselves by working with partners and putting citizens and neighbourhoods at the heart of our decision-making. We are always looking for people who put the customer at the centre of their approach, with a commitment to excellence to help us achieve our vision. We will support you to develop and thrive in your role, building a pathway for long-term success, with lots of development opportunities, such as apprenticeships. 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.