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- Tasks: Lead a team to maximise income collection and support vulnerable customers.
- Company: Join a forward-thinking council dedicated to positive outcomes for residents.
- Benefits: Empowering environment with opportunities for growth and development.
- Why this job: Make a real impact in people's lives while driving performance and service excellence.
- Qualifications: 3+ years in social housing, strong leadership, and customer support skills.
- Other info: Dynamic role with flexible working hours and a supportive team culture.
The predicted salary is between 40000 - 50000 £ per year.
Are you an inspiring leader with a passion for delivering excellent services, supporting customers, and driving performance? We are looking for a Team Lead – Income Management to join our team and help us deliver a proactive, customer-focused service that maximises income and sustains tenancies.
About The Role
- Maximising income collection
- Promoting a rent-first culture
- Leading early help, prevention and tenancy sustainment initiatives
- Ensuring high performance across the team
- Developing and improving service processes, policies and digital solutions
- Working with internal and external partners to support vulnerable customers
- Ensuring legal and regulatory compliance
- Deputising for the Operations Manager when required
This is a fast-paced, rewarding role where you can make a genuine difference to customers' lives and contribute to strong income collection for the Council.
Key Responsibilities
- Lead, motivate and develop a team of officers within your designated area of responsibility
- Deliver excellent customer service, with strong focus on early help and prevention
- Monitor performance, workload and quality to meet service standards
- Support complex casework and decision-making, including escalations and legal action
- Contribute to service planning, policy development and process improvement
- Lead targeted campaigns to maximise income
- Work collaboratively with partners and stakeholders across the council
- Manage data, identify risks and opportunities, and support service improvement
- Undertake complaints handling, MP/Councillor enquiries and learning reviews
- Support training delivery within the team
About You
Experience and knowledge
- Minimum 3 years' experience in a social housing environment
- Strong knowledge of income collection, arrears management and housing legislation
- Proven experience in managing or supervising staff
- Experience supporting customers with complex needs
- Understanding of welfare benefits, money advice and wider financial inclusion issues
- Experience delivering tenancy sustainment initiatives or projects
Skills And Attributes
- A confident, resilient and motivational leader
- Forward thinking with strong organisational and planning skills
- Confident communicating at all levels, with stakeholders and customers
- Excellent written communication, negotiation and relationship-building skills
- Strong analytical, decision-making and problem-solving skills
- Proven ability to manage competing priorities and deliver high performance
- Customer-focused approach, with empathy and professionalism
- Ability to work flexibly, including evenings/weekends when required
Qualifications
- GCSEs (A–C) including English and Maths (or equivalent)
- A relevant management or welfare/money advice qualification is desirable but not essential
Why join our team?
Working with us means being part of a supportive team and a forward-thinking council focused on delivering positive outcomes for residents. You will be empowered to grow, develop and make a real impact.
Closing Date: 10th April 2026
Team Lead in Birmingham employer: Sandwell Council
Contact Detail:
Sandwell Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Lead in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Team Lead role.
✨Tip Number 2
Prepare for the interview by researching the company and its values. We want you to show how your experience in income management aligns with their mission. Tailor your answers to highlight your leadership skills and customer-focused approach.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family. We suggest focusing on common questions related to team management and performance metrics, so you can confidently showcase your expertise.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way. We believe it shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Team Lead in Birmingham
Some tips for your application 🫡
Show Your Leadership Skills: Make sure to highlight your experience in leading teams and motivating others. We want to see how you've inspired your team to deliver excellent services and drive performance.
Be Customer-Focused: Emphasise your commitment to customer service. Share examples of how you've supported customers, especially those with complex needs, and how you've contributed to tenancy sustainment initiatives.
Demonstrate Your Knowledge: We’re looking for someone with a solid understanding of income collection and housing legislation. Make sure to mention any relevant experience or qualifications that showcase your expertise in these areas.
Tailor Your Application: Take the time to customise your application to match our job description. Use the same language and key phrases we’ve included to show us you’re a perfect fit. And remember, apply through our website for the best chance!
How to prepare for a job interview at Sandwell Council
✨Know Your Stuff
Make sure you brush up on your knowledge of income collection, arrears management, and housing legislation. Being able to discuss these topics confidently will show that you're not just a leader but also someone who understands the intricacies of the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past, especially in challenging situations. Highlight your ability to motivate and develop staff, as well as your experience in delivering excellent customer service. This is your chance to shine as an inspiring leader!
✨Be Customer-Focused
Since the role emphasises a proactive, customer-focused service, think of specific instances where you've supported vulnerable customers or improved service processes. Be ready to discuss how you can contribute to tenancy sustainment initiatives and enhance customer experiences.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving and decision-making skills. Think about complex casework you've handled and how you approached escalations or legal actions. Practising these scenarios will help you articulate your thought process clearly during the interview.