Job Introduction
What you’ll do
Reporting to the Chief Customer Officer, you will lead the strategic development and delivery of a modern, high-performing income management service across all tenures. You will be responsible for overseeing income streams in excess of c.£700m, including rents, arrears, and service charges.
You will establish and manage a dedicated income management function that maximises income collection while ensuring a strong Resident First approach—supporting customers to sustain their tenancies and improve financial resilience.
As a key member of the senior leadership team, you will provide strategic insight into the evolving challenges of income collection, particularly in relation to welfare reform and the wider economic environment.
How you’ll do it
- Develop and lead a forward-thinking income collection strategy across all tenures, covering both current and former tenant debt.
- Optimise payment methods and debt recovery processes, including increased use of Direct Debits and digital solutions.
- Lead the annual rent and service charge review process, ensuring full compliance with regulatory and legal requirements.
- Oversee tenancy lifecycle processes (start and end), ensuring system accuracy and income maximisation.
- Drive the effective recovery of service charges while ensuring value for money for residents.
- Provide strategic leadership on income-related challenges, including welfare reform impacts and affordability pressures.
- Build and maintain strong relationships with key stakeholders such as the DWP, local authorities, and sector bodies.
- Ensure policies, procedures, and systems are robust, compliant, and aligned with organisational strategy.
The ideal candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.
Essential:
Degree educated in Housing, Property, Business, Finance, or a related field
Membership of a relevant professional body (e.g. CIH, RICS, IRPM, CICM)
Significant senior leadership experience within income management, revenues, or benefits
Deep understanding of rents, service charges, welfare benefits, and regulatory frameworks within social housing
Proven experience leading large-scale transformation and service improvement programmes
Strong experience in systems implementation and optimisation
Excellent stakeholder management and influencing skills at executive level
Desirable:
Experience within a large, complex or national organisation
Track record of delivering cultural change and organisational transformation
Experience redesigning operating models and processes
Knowledge of Rent Sense or similar income management systems
Direct experience within the social housing sector
What’s in it for you?
Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.
Benefits include:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
- Interest free loans - season ticket loan, tenancy deposit loan, and training loan
- Cycle to work scheme.
- Life Assurance x 4 annual salary
All about us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.
For more information on what we do and what makes us different please visit:https://group.nhg.org.uk/careers/
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.
To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/
Selection Process
Step 1: If you are interested, please send your application now! Closing date is Sunday 26 April 2026.
Step 2: Successful candidates will be asked to do an assessment
Step 3: Successful candidates will be invited to interview
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.
If you are successful and are offered this role with us, this offer will be subject to a number of pre-employment checks, including checks of your public online presence and public social media profiles. If you have any questions about what this will involve, please speak to a member of the HR Team.
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.
