Introduction Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London's East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes too and are part way through an exciting programme to deliver another 250 homes by 2025. We also run our own in-house maintenance service, Gateway Homeworks. Our vision is that people will want to live in a Gateway home and people will want to work at Gateway. You will be joining the organisation at an exciting time and be a key member of a dynamic team that wants to deliver great landlord services and strengthen our links to the local community. Our values Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for nearly 100 years, we're proud of the work we do to address the housing crisis through building and managing great homes. The role We are looking for an Income Team Leader to play a pivotal role in ensuring the financial stability of Gateway Housing Association by leading and supporting the Income Collection Specialists. This post holder is responsible for protecting GHA income streams, minimising rent arrears/former tenant arrears, and ensuring compliance with relevant legislation and policies while maintaining excellent customer service standards. Key Accountabilities Your accountabilities will include but not limited to: Rent collection: Percentage of rent collected compared to the total rent due and percentage of tenants paying via direct debit or standing order Financial metrics: Percentage of rental income written off due to unrecoverable debt and total income generated from rent and service charges compared to budget forecasts. Void Loss Management: Work with teams to minimise rent loss from void properties by reducing turnaround times Financial Inclusion: Promote financial inclusion by supporting tenants to access benefits, financial advice, and hardship funds. Customer Engagement: Build strong relationships with tenants, ensuring clear communication about their rent obligations and available support. Legal Action: Oversee the preparation of legal cases for arrears, ensuring compliance with legislation and housing association policies. Policy Adherence: Ensure rent collection and arrears recovery processes comply with housing regulations, data protection laws, and internal procedures. Policy Development: Contribute to the development and review of rent collection and arrears management policies. Risk Management: Identify and mitigate risks to income streams, including changes in welfare policy or economic conditions Please refer to the attached job profile for more details. Key Skills, Knowledge and Experience: Strong knowledge of rent collection, arrears management, and debt recovery processes Strong interpersonal skills to handle sensitive tenant issues with empathy and professionalism. Communication Skills - Ability to communicate effectively with tenants, staff, and external agencies, both verbally and in writing. Strong understanding of Universal Credit, Housing Benefit, Discretionary Housing Payments, and other tenant entitlements. Awareness of best practices and legal frameworks for debt recovery and escalation Knowledge of relevant housing laws, such as the Housing Act, welfare benefits regulations, and data protection (GDPR). Salary and benefits Our benefits package includes: Annual Leave: starting at 28 days, plus Bank Holidays Subsidised Health and Wellbeing Membership Simply Health - help towards the costs of dentist, optician, and private medical appointments. Employee Assistance Programme - including free legal, financial and counselling advice Pension - up to 10% employer contribution If you have the confidence and enthusiasm to work in a challenging but supportive working environment, we would like to hear from you. Please note only shortlisted candidates will be contacted. CLOSING DATE: Friday 14th March 2025 INTERVIEWS: TBC Please note that on some occasions where we have received sufficient applications, we will close the vacancy earlier than the closing date advertised. GATEWAY is an equal opportunities employer and welcomes applications from all sections of the community ADZN1_UKTJ