Senior Income Officer - Temporary Accommodation in Birmingham

Birmingham City Council is seeking a Senior Income Officer – Temporary Accommodation. This role is responsible for maximising income collection and recovering arrears in line with relevant legislation, policies, procedures, and service standards. The post holder will lead, motivate, and develop a team of TA Income Officers, ensuring high levels of performance and service delivery.

Key Responsibilities

• Support the Income Manager in developing, implementing, and monitoring service work plans.
• Assist the Temporary Accommodation Income Manager to ensure the effective delivery of the Temporary Accommodation Income Service.
• Liaise with other Income Managers across the Council to promote consistency and a unified approach to income collection and arrears management.
• Provide day-to-day support and guidance to the team, ensuring work is completed to a high standard.
• Respond to customer demand across all service channels in accordance with policies, procedures, legal frameworks, and statutory governance.
• Prepare and contribute to performance reports and statistical information as required.
• Oversee and coordinate training for team members, including monitoring and evaluating its effectiveness.
• Respond to complex, multi-channel enquiries from key stakeholders in a timely manner and in line with published service standards.
• Manage and monitor complex Temporary Accommodation charge accounts to ensure payments are made promptly.
• Liaise directly with residents, providing advice and support on financial matters, including benefits.
• Work collaboratively with colleagues and managers to improve collection and recovery rates.
• Promote a “right first time, on time, every time” approach to income recovery and arrears case management.
• Use a range of IT systems to process requests, produce management and audit information, and maintain accurate records.

Key Requirements

• Proven experience of direct line management within social housing or a comparable environment.
• Substantial experience in income collection, income maximisation, and arrears management.
• Strong communication, influencing, and negotiation skills.
• Ability to work effectively both independently and as part of a team.
• Sound knowledge of housing legislation, Housing Benefit, and welfare reform.
• Excellent organisational skills with the ability to manage competing priorities.
• Competence in using housing management systems and Microsoft Office applications.

This is a demanding and rewarding role, requiring a balanced approach to maximising income while meeting the Council’s responsibilities to support vulnerable residents. The ideal candidate will have strong experience in people management and income recovery within a social housing context, with a clear understanding of housing legislation as it relates to homelessness and Temporary Accommodation. You will be confident in applying welfare reform and housing support regulations to support effective income management. As a newly developing team, this is an exciting opportunity to help shape future service delivery and contribute to the Council’s long-term commitment to service excellence and transformation.

We are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, and we will support reasonable adjustments and additional support for applicants. Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment. Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.