Income Services Manager

Are you passionate about making a positive impact in people’s lives? Do you thrive on leading high-performing teams and shaping the future of income services? Look no further! At Yorkshire Housing we’re on a mission to create vibrant communities, put customers at the heart of everything we do and provide a more pre-emptive service to deliver the best outcomes for our customers. If this floats your boat, then we need your expertise to drive excellence in income collection.

As our Income Services Manager, you’ll collaborate with key internal and external stakeholders, champion our values, and ensure our diverse customer base receives top-notch, pre-emptive service. If you’re ready to lead, innovate, and make a difference, pop the kettle on and have a read about your next opportunity. 

Interested? Here’s what you’ll be getting up to... 

As our Income Services Manager, you’ll play a crucial role in shaping the future of our income services. You’ll work closely with the Head of Customer Service Delivery, collaborating with key stakeholders both internally and externally. Your main bag will be to lead a specialist income and money coach team, ensuring a customer-obsessed income collection service for our diverse customer base across various tenures. You have a pivotal role in developing and embedding pre-emptive income collection processes using AI and machine learning to enable us to really understand how and when we can best support our customers. We’ve also summed up your key responsibilities in role: 

Lead with passion: 

• You’ll guide and support our high-performing Income Services Team. Together, we’ll deliver a proactive, customer-obsessed, and target-driven service. 
• Your mission? To provide the right support at the right time, maximising income collection for Yorkshire Housing (YH). 

Customer focus: 

• Your team aren’t just collecting rent; you’re improving lives. By championing a customer-focused income collection service, you’ll boost our customers’ financial health and contribute to sustaining their tenancies. 
• Imagine the impact: families thriving, communities flourishing—all because of your team's dedication. 
• We’re not just about numbers; we’re about values. You’ll embed a truly values-based, customer-obsessed culture throughout our service. 

Big responsibilities, bigger Impact: 

• With a yearly rent roll of approximately £110 million and a budget of £2 million, you’ll be steering the ship. But this isn’t just about numbers; it’s about people. 
• Every pound collected contributes to our mission: creating vibrant communities where everyone feels at home.

This role isn’t just about ticking boxes and ensuring rent is collected; it’s about being a part of shaping the future of Yorkshire Housing. You’ll champion our values-based behaviours and solutions, providing effective leadership and maintaining a culture of excellence and consistency in service delivery. 

About us:  

We’re not your run-of-the-mill housing provider. With nearly 20,000 homes we own and manage, we’ve got ambitious plans to disrupt the sector by overhauling the traditional customer service offer, building new homes that are truly future-proof and creating a very different colleague offer that gives our people the flexibility and freedom to do their best work.   But we’re also all about making a positive difference in people’s lives. We’re transforming our business by investing in people, processes, and technology to deliver a consistently great experience for our customers.  

It’s a milestone year for us as we deliver the next phase of our business strategy and push forward with our aim to be the UK’s best housing provider. We really want to take our customers on the journey we’re taking and the improvements we’re making, and that’s where you come in!    

So, what do we need from you? 

• You’ve got a track record of partnering with senior leaders, navigating change like a pro 
• Complex issues? Bring 'em on! You’ll have experience of handling everything income services related; income collection is your forte 
• Certification - A Level 4 Certificate in Housing (or equivalent) would be great. If you don’t have it yet, no worries—we’ll support your journey 
• You’ll understand the legislative and regulatory framework. Identify key risk areas across our housing activities 
• An eye for insights, you’ll be able to grasp the challenges facing housing providers. Your passion for making a positive impact will guide us 
• Leadership skills, you’ll be responsible for inspiring and motivating a remote team, so you’ll have lots of engaging ideas  
• Equality, Diversity, and Inclusivity—these aren’t just buzzwords; they’re our guiding stars. You’ll apply these principles to create a welcoming environment for both customers and colleagues 
• Obsess over our customers! Ensure their voices shape our service delivery and design and that they’re receiving tip top service from the income team 
• You’ll be a strong communicator and be able to explain complex issues clearly. You’ll also handle difficult situations and complaints with empathy. 
• Collaboration – you’ll work with external stakeholders, empower colleagues, and drive positive change using various thinking and tools such as AI – so an awareness of intelligence tools such as AI and enthusiastic to explore these ideas is a plus. 
• Analytical mindset, passionate about numbers, you’ll dive into data, provide insights, and contribute to service improvements. 
• Adaptability, enthusiastic to stay curious, embrace technology, and evolve with us 
• You’re not just a passenger; you’re the driver of change! Your ability to innovate and improve the customer experience will set you up for success. 
• Our compass points toward our values, and we need yours to align! Bring your personal values and approach that resonate with Yorkshire Housing 
• Hub, Home, Roam—sounds like an adventure! You’ll flexibly navigate through different work settings, adapting seamlessly to our principles. 

What’s in it for you…  

We offer an excellent salary of £58,072.11 plus £2,000 car allowance, per annum for a 35-hour week plus 25 days annual leave (rising annually to 30 days) plus Bank Holidays.