Income Services & Performance Manager

Central London
Competitive Dependent on experience
19 Aug 2019
03 Sep 2019
Full Time
Organisation Type
Other Organisation Type

Overall purpose of role 

  • Overall responsibility for income (e.g. service charges, rents, arrears) across the Homes business, ensuring the timely, accurate and compliant collection of rent and service charges.
  • Develop a debt recovery strategy to drive down debt and keep levels consistently low.
  • Devise a strategy to ensure the business anticipates and mitigates the impact of Welfare Reform changes, particularly Universal Credit.
  • Implement a performance monitoring framework delivering a suite of reports to demonstrate overall performance, key trends and highlights across the Homes business.   Ensure that all income-related KPIs are met, risks are identified early and mitigating actions put in place.
  • Lead on financial inclusion for the Homes business –promoting money management among tenants and enhancing the customer experience.
  • Contribute to potential new business by participating in tenders, presentations and prospective client meetings. Promote the reputation of Pinnacle with external stakeholders and influencers.
  • Work with the Group Heads to undertake regular business reviews with contract managers.
  • Create and promote a culture where all staff in the business deliver outstanding customer experience to clients and residents alike, to underpin the business’ aspiration to be ‘best in class’.
  • To lead by example, embedding and promoting Pinnacle’s values and culture.



Principal Job responsibilities 


  • Lead and motivate income management staff to deliver a customer focused service and maximise income for the organisation. 
  • Review income functions across all contracts to improve their effectiveness and ensure Pinnacle is at the cutting edge of service delivery
  • Oversee the management and delivery of day to day income management to our Clients, in terms of:
    • Rent recovery 

    • Service charge recovery for tenants and leaseholders 

    • Former tenant arrears 

    • Debt and welfare benefit advice  

  • Develop and implement measures to anticipate and mitigate against the impact of welfare reform.

  • Develop a business wide approach to financial inclusion, which is rooted in the company values and aligned to our social value ambitions.

  • Assist in ensuring that the organisation is compliant with housing related legislation and regulatory requirements.

  • Ensure that relevant policies and procedures are fit for purpose, reflective of best practice and compliment the changing statutory and policy landscape

  • Ensure compliance with all contractual obligations and KPIs

  • Review data capture methods within contracts to ensure that the business is making effective use of data to drive performance

  • Work with the Group Head of Housing’s leadership team to devise new ways of working collaboratively for the benefit of the business.

  • Assist in the development of new business opportunities for the Homes business and wider Group

  • Actively promote the services of Pinnacle at industry events/forums and through networking with local authorities and other key external influencers.


Business Performance 

  • Ensure that Pinnacle exceeds contract KPI’s across all indicators and achieves ‘best in class’ performance standards.
  • Create a dashboard of key income related indicators to be shared with the Director’s Management Group on a monthly basis.
  • Produce high quality client reports on time ensuring that KPIs are verified periodically
  • Drive continuous improvements by devising plans, setting targets and developing individual skills and experience within the team.
  • Develop strong relationships with all stakeholders, in particular clients, and enhance the company’s reputation within the areas that we work.
  • Embed a performance management culture by ensuring SMART objectives are set and regular reviews take place for all staff.
  • Work with the mobilisation manager to ensure new contracts are mobilised effectively from a performance management/income perspective.
  • Use technology to facilitate collection and reporting, abreast of technology and systems.
  • Work with the Group Heads to undertake regular business reviews with all contract managers.

  • Ensure that all staff are alive to the possibility of fraud and that protocols are in place to minimise the risk of fraudulent payments



  • Cash collection –rents and service charges.
  • Manage the credit controllers, developing a high performing approach to service charge collection.
  • Drive down group debt from service charge accounts, working to a challenging target assessment framework.
  • Management of financial risk against performance
  • Manage the Housing income officers to ensure efficient rents and service charge collection.
  • Ensure that leaseholders in the Housing Contracts receive timely service charge bills 
  • Work with the Housing Contracts to ensure that all financial KPIs are met, risks are identified early and mitigating actions put in place.
  • Reporting monthly on all the above.


Health and Safety 

  • Ensure risk assessments are undertaken and actions are carried out in a timely fashion.
  • Ensure all relevant Company and Client processes are adhered to. 


The following KPIs apply to this position 

  • Contractual KPIs are met 
  • Rent collection 
  • Staff engagement 
  • Client satisfaction


Staff/Financial Responsibilities

People: Income recovery team


Working Relationships

Internal: Homes Management Team

External: Client relationships


Skills & Experience


  • Experience of leading multiple teams in a performance-driven environment
  • Experience of client management and partnership working
  • Experience of Housing & Property Services
  • Understanding of the issues driving resident satisfaction
  • Strong communication and networking skills, internally and externally
  • Working collaboratively
  • Experience of Income Management
  • Strong analytical skills
  • Proactive approach
  • Motivating and leading staff to achieve an excellent result


  • Member of CIH/ARLA/IRPM or other related professional body
  • Experience of Change Management


If you require any further details about the position, please contact Nimisha Patel at:

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