Income Collection & Support Team Manager Job profile in Hengoed

We are recruiting an Income Collection and Support Team Manager at Caerphilly County Borough Council.

Working hours: 37 hours

Contract Type: Full time and Permanent

Location: Ty Penallta / Home working / Working hours can be split between home and office depending on specific task requirements.

Team: Housing and Environment

This position offers an excellent opportunity to become part of our team and provide support across the organisation. We are seeking an experienced and highly motivated Team Manager to join our Rents Service, overseeing one of three geographically based teams across the borough. In this key role, you will lead a team responsible for managing both high- and low-level rent arrears, while ensuring residents receive appropriate support and benefits advice. You will play a vital part in delivering an effective service and maximising income recovery.

You will be required to be focused and have a proactive management approach. You will coordinate activity across complex cases while also promoting early intervention and preventative methodologies. You will also be responsible for staff management, performance oversight, and ensuring the team delivers strong financial outcomes alongside high-quality customer service.

We are looking for someone who:

• Has experience managing teams in a housing or income-related environment
• Can effectively manage arrears recovery strategies
• Is committed to delivering excellent customer service
• Has strong leadership and organisational skills

For the role, we ask that you have:

• A relevant Level 4 qualification on the Credit and Qualifications Framework for Wales
• Proven experience within a customer service environment working for local authority or other service organisation, in a capacity which involved face-to-face interaction with customers, resolving difficult issues.
• A full UK Category B (Cars) driving licence and the use of a motor vehicle insured for business purposes to travel throughout the borough to visit customers, attend Court and meetings.

We have excellent benefits including the Local Government Pension Scheme, agile working patterns and staff discount schemes.

After reading the Job Description and Person Specification, if you would like to have an informal discussion about the role, please contact Rachel Norris on 01443 811450 or email norrir@caerphilly.gov.uk.

Applications may be submitted in Welsh. Any application submitted in Welsh will not be treated less favourably than an application submitted in English.

We are legally required to ask you to provide evidence of your right to work in the UK. Successful applicants are required to provide appropriate documentation such as a birth certificate, passport or work permit in accordance with the Immigration, Asylum and Nationality Act 2006. This role requires a basic check with the Disclosure and Barring Service.