We are recruiting for an Income Recovery Team Leader to join our Neighbourhood Services | Housing & Regeneration Directorate.

We are looking for a highly motivated team leader to manage income collection and charges and tenancy sustainment for Tower Hamlets. You will lead a team of officers to drive service improvement, handle rent monitoring, and arrears recovery across the borough. Committed to achieving positive outcomes, and bring 2+ years line management experience, detailed knowledge of income collection in a social housing setting.

In this role, you will:

Have the responsibility of managing a team of up to 7 direct reports, ensuring effective supervision, developing, and driving forward continuous improvement

Ensure a comprehensive provision of income collection and debt recovery is delivered
Focus on operational management, performance, and outcomes for both tenants and London Borough of Tower Hamlets at a particularly challenging time for income collection.

About You

We are looking for someone who can demonstrate:

A minimum of 2 years’ experience of directly managing income teams dealing with complex arrears recovery casework.
Have or working towards a CIH Level 4 Certificate in Housing
Good understanding and up-to-date knowledge of the rent arrears protocol, Arrears recovery and welfare benefits.
Ability to prioritise workload and work under pressure to meet tight deadlines.
Actively contribute to the strategic direction of the Income Team.
Manage a dedicated team of officers responsible for providing a high-quality income collection service.
Proven track record in delivering Income management services across complex and diverse communities, ensuring effective service provision and positive resident outcomes.
Strong performance management expertise, including developing innovative approaches to meet and exceed performance targets within Income services.
Problem-solving and relationship-building abilities, consistently winning the trust and respect of tenants and residents while driving service improvements.
Strong influencing skills, Problem-solving, and relationship-building abilities. Work collaboratively across the Neighbourhoods’ service and wider organisation and partners.
Ensure services are delivered successfully to support tenants to sustain their homes.
The ability to use a variety of datasets to identify, monitor and review staff performance to improve customer satisfaction.
Excellent communication skills, both written and verbal for a variety of audiences.
The ability to hold ‘One to Ones,’ support, develop and mentor team members.
The ability to work successfully with key internal and external stakeholders and voluntary organisation to achieve results for the tenant and London Borough of Tower Hamlets.

Our Benefits

Competitive salary £51,831 - £55,080
Local Government Pension Scheme membership.
Generous annual leave: 29 days, rising to 33 with 5+ years’ service, plus bank holidays and 3 additional days at Christmas.
Flexible and agile working to support work–life balance.
Staff money-saving schemes (e.g., rent deposit loans, season ticket loans).
Learning and development opportunities through our Learning Academy, with clear career development and leadership pathways.

Tower Hamlets is a truly unique borough at the heart of London – a place where history and innovation sit side by side. From the docks and markets that shaped the East End to the global business hub of Canary Wharf, we are proud to be one of the most dynamic, diverse, and ambitious communities in the UK. We are also one of the fastest growing and youngest boroughs in the country, offering unrivalled opportunities to make a real difference to people’s lives. Our residents are energetic, creative, and resilient, and our council is committed to delivering the best possible services and opportunities for them.

Our award-winning new Town Hall in Whitechapel provides a modern, flexible workplace for our staff, right at the heart of the borough and directly opposite Whitechapel Tube and Elizabeth line station. It is more than just a workplace – it’s a hub for collaboration, innovation and community, designed to bring out the best in our people.

As an employer, we put equality, diversity, and inclusion at the heart of everything we do. Our active Employee Network Groups celebrate and champion our workforce, helping to ensure that everyone feels a sense of belonging. Guided by our TOWER values – Together, Open, Willing, Excellent and Respect – we are building a positive, inclusive culture where colleagues can thrive.

At Tower Hamlets Council, you’ll find exciting challenges, supportive colleagues, and the chance to shape one of London’s most important and vibrant places. If you’re looking for a role where you can see the impact of your work every day, then Tower Hamlets is the place for you.