At Freebridge Community Housing, we’re looking for an inspiring and compassionate Income Team Leader to guide our Income team in delivering a service that’s as people-focused as it is performance-driven. You’ll play a key role in maximising income while ensuring that every resident—especially those facing financial hardship—receives respectful, proactive, and effective support. With a focus on coaching, collaboration, and continuous improvement, you’ll help shape a culture of accountability, empathy, and excellence.
About Freebridge Community Housing:
Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King’s Lynn and West Norfolk’s housing stock. We now have over 7500 properties across west and north Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We’ve had numerous achievements, including delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values: Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.
What you’ll be doing:
Lead and develop the team, providing day-to-day coaching, training, and performance management through regular 1:1s and clear objectives to ensure high-quality service delivery.
Drive continuous improvement, working with management to share best practices, monitor KPIs, and implement service enhancements while ensuring compliance with legal and regulatory standards.
Analyse and report on performance, producing monthly statistics, identifying trends in arrears and income recovery, and contributing to strategic improvements.
Deliver a responsive and effective Income service, including benefit advice, rent setting, service charge tasks, and customer satisfaction monitoring to exceed expectations.
Oversee legal processes, managing case files, liaising with external legal firms, and representing Freebridge at enforcement actions and evictions, ensuring adherence to Civil Procedure Rules.
Support residents in financial difficulty, collaborating across teams, maintaining accurate tenancy records and profiling data, and applying safeguarding principles to promote independent living.
Champion community sustainability, contributing to joint projects, sharing local knowledge, and staying informed about services that enhance customer wellbeing.
Ensure operational excellence, including onboarding and training new staff, developing policies and procedures, and participating in the out-of-hours housing emergency rota.
What we’re looking for:
Strong leadership and performance management skills, with experience supervising teams, driving results, and meeting KPIs through effective monitoring, coaching, and target-setting.
Good working knowledge of housing law, welfare benefits, debt recovery, tenancy management, and legal enforcement processes.
Proven experience in income collections within housing or public services, including supporting customers with complex needs in challenging situations.
Excellent communication, organisation, and problem-solving abilities, with the confidence to interpret and apply detailed policies and procedures.
Professionalism and attention to detail, demonstrating tact, diplomacy, and a commitment to high standards.
A people-focused leader—empathetic, patient, and respectful, with a collaborative and professional approach to working with others.
Driven and adaptable—proactive, solution-focused, and resilient in the face of change, always striving for improvement.
What’s in it for you?
At Freebridge, we’re appreciative of our team and you can enjoy the following benefits from joining us, among many more:
Generous Holiday Leave: Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service.
Exclusive Employee Discounts: Access amazing deals through our Reward Gateway.
Comprehensive Leave Policies: Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave.
Health and Wellbeing Support: Access physio and counselling services, along with an employee assistance programme.
Charitable Leave: One day per year to volunteer for a cause you care about.
Discounted Gym Membership: Stay fit with discounted membership at Alive Leisure.
Work-life Balance: Enjoy an early finish on a Friday to kick-start your weekend!
Pension Scheme: A company contributory pension scheme with generous employer contributions
Diversity & Inclusion
Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don’t discriminate against employees or potential employees based on protected characteristics. We’re happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.
Closing Date: 15th August 2025
CLICK HERE: Apply now to join our team and make a difference to lives across West and North Norfolk.