Income Manager in City of Westminster

Pinnacle Group is seeking an experienced Income Manager to join our Homes division and to lead the delivery of an effective income collection service across a diverse housing portfolio. Reporting to the Head of Income Collection, you will be responsible for maximising income, reducing arrears, ensuring compliance with housing legislation, and driving service performance across current and former tenant arrears, sundry debts, and recharges. Leading a team of Income Officers and Team Leaders, you will play a key role in delivering operational excellence, improving performance, and supporting residents to sustain their tenancies. Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities. The ideal candidate will bring proven leadership experience within social housing income management, with a strong track record of delivering results in arrears recovery, income maximisation, and performance management. You will have a detailed understanding of housing legislation, welfare benefits, and regulatory requirements, alongside the ability to analyse performance data, manage complex casework, and drive continuous improvement. A proactive and commercially minded leader, you will be confident building relationships with stakeholders, motivating teams, and delivering customer-focused services in a fast-paced environment., Leadership & Team Management

• Lead a team of Income officers, including two Income Team Leaders, to deliver an effective income management service.
• Line manage Income Officers, providing guidance, support, and direction to manage complex casework.
• Develop a cohesive, high-performing team culture focused on customer satisfaction and service excellence.
• Participate in recruitment, training needs analysis, appraisals, and disciplinary processes.

Performance & Compliance

• Ensure compliance with internal policies, procedures, and relevant legislation.
• Monitor and report on performance against client and employee KPIs, taking early action to address underperformance.
• Produce and analyse performance data to inform strategic decisions.
• Respond effectively to complaints, Member enquiries, and service requests.
• Risk management - early identification of potential problems, development of risk mitigation strategies, and timely escalation where necessary.
• Demonstrates expert knowledge of welfare benefits and legislation, providing strategic guidance and support to staff and residents to maximise income and sustain tenancies.

Service Development & Improvement

• Translate policy decisions into operational practice through procedures and briefings.
• Lead income collection for new schemes and contracts.
• Develop and implement income maximisation initiatives and service improvement strategies.
• Maintain up-to-date knowledge of housing legislation and assess its impact on service delivery.

Corporate Contribution

• Deputise for the Head of Income Collection when required.
• Contribute to the strategic direction of the income collection service and support corporate initiatives. Proven experience leading income collection and arrears management services within a social housing environment.
• Strong people management skills, with the ability to lead, develop, and motivate teams to deliver excellent performance and customer outcomes.
• In-depth knowledge of housing legislation, welfare benefits, regulatory requirements, and income recovery processes.
• Experience using performance data, KPIs, and service metrics to drive continuous improvement and deliver income maximisation targets.
• Strong stakeholder management, problem-solving, and decision-making skills, with the ability to manage complex cases, competing priorities, and service challenges effectively. Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve. In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:
• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans
• Electric Vehicle Scheme
• Company Bonus