Lead Income Specialist in Newport, Wales

We're looking for a motivated and experienced Lead Income Specialist to play a key role in maximising rental income and supporting residents to sustain their tenancies. In this role, you'll lead on complex income cases, provide expert guidance on rent arrears and recovery, and work closely with housing and support teams to deliver a proactive, customer-focused service.

Specifically, in the role you will:

• Lead the provision of an effective, proactive, multi-faceted rent and service charge collection function which puts the resident at the heart of everything we do.
• Provide specialist expertise and operational leadership in the prevention and recovery of arrears, ensuring compliance with legal and regulatory frameworks.
• Provide day-to-day management, supervision and professional development to Customer Account Managers.
• Ensure income recovery activities are conducted efficiently and ethically, balancing strong performance with empathy and support for residents.
• Use data analysis and performance reporting to identify trends, risks, and areas for improvement, taking proactive action to address underperformance.
• Support the Income Recovery Manager in the development and delivery of income strategies, policy reviews, and corporate reporting to the Executive and Board.
• Manage complex and high-risk arrears cases, including court action and enforcement, ensuring fair, proportionate, and legally compliant outcomes.
• Deliver early intervention approaches from the start of a tenancy and throughout to prevent crisis and maximise income for residents.
• Manage complex casework and provide specialist advice to support problem-solving.
• Develop and maintain effective partnerships with external agencies, including local authorities, support providers, and enforcement partners.
• Maintain accurate and timely records, adhering to data protection and audit requirements.
• Contribute to the development and delivery of digital and automated solutions to enhance income recovery processes and resident engagement.
• Undertake selected casework where specialist knowledge adds value, particularly where this supports service performance, quality assurance, and customer outcomes.
• Deliver training, guidance, and professional support, ensuring consistent understanding of best practice and compliance.
• Lead performance meetings, audits, and case reviews to ensure service quality, consistency, and continuous improvement.
• Represent the Income & Inclusion Team in internal and external meetings, promoting good practice and cross-organisational collaboration.
• Work collaboratively across teams especially with Money Advice, Customer Services, Housing Management and Finance, to ensure joined-up approaches to arrears prevention and debt recovery.
• Ensure compliance with all relevant legislation, regulations, and organisational policies governing income collection and arrears recovery.
• Ensure compliance with the organisation's approach to safeguarding.
• Ensure services meet the organisation's pledge on Equity, Diversity, and Inclusion.
• Represent Hedyn at external forums and networks, influencing sector practice and fostering partnerships that support income recovery innovation.
• Support the team to manage complex casework, including legal action as a last resort, ensuring proportionate and ethical enforcement action.
• Ensure the preparation of accurate legal documents and present them at Court when required.

For further information about the role, please contact us.

Application Process: We require an application form to be completed for every role. We do not require recruitment agency support at this time - all speculative CV's will be treated as a direct application.

Your Hedyn, our comprehensive benefits package: We believe Hedyn is a great place to work and it's important to us that our people feel the same way. As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.

Enhanced Pension Scheme: We offer an attractive pension scheme with generous employer contributions of up to 12%. You are able to determine the level of contributions that is right for you.

Enhanced Annual Leave: You'll start on 25 days annual leave (+ Bank Holidays) which would increase gradually to 30 days following 3 years' service.

SMART Working (dependent on role): You're trusted to manage your time to work in a way that meets the needs of our customers, colleagues and communities.

Health and Wellbeing: We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.

Flexible Benefits: We have a flexible benefits package that allows colleagues to spend £625 towards the benefits that suit them.

Development: We offer many professional and personal development options such as sponsored study opportunities and career progression and development.

Please feel free to let us know of any changes we can make at any point in the recruitment process that will help support your application. If you are looking for your next career challenge, seeking responsibility, and are passionate about delivering the best possible service, we'd love to hear from you.