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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.
- Qualifications: 3+ years in social housing, strong leadership, and customer service skills.
- Other info: Fast-paced role with flexible working hours and excellent career prospects.
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 employer: Sandwell Council
Contact Detail:
Sandwell Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Team Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the social housing sector and let them know you're on the lookout for a Team Lead role. You never know who might have the inside scoop on an opportunity that’s perfect for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to income management and tenancy sustainment. We recommend role-playing with a friend or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills during interviews! Share specific examples of how you've motivated teams or improved service processes in the past. This will help us see your potential as a Team Lead.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Team Lead
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 strong 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 fit the job description. Use keywords from the listing and show us why you’re the perfect fit for our team. 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 Style
Prepare examples of how you've led and motivated teams in the past. Think about specific situations where you’ve driven performance or improved service processes. This will help demonstrate your ability to inspire and manage a team effectively.
✨Customer Focus is Key
Be ready to talk about your approach to delivering excellent customer service, especially in challenging situations. Share experiences where you've supported customers with complex needs and how you’ve contributed to tenancy sustainment initiatives.
✨Ask Thoughtful Questions
Prepare some insightful questions about the team dynamics, current challenges, and future goals of the department. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.