Housing Income Assistant (16hrs per week)

Norwich City Council; Norwich; On-site; GBP 40,000 - 60,000; Part time

Job summary

A local government authority in Norwich is looking for a detail-oriented part-time Income Assistant. This role includes supporting housing-related debt recovery, managing rent accounts, and enhancing tenant experiences. The ideal candidate will have strong communication and numeracy skills, alongside a commitment to teamwork and a collaborative mindset.

Benefits

Local Government Pension Scheme (LGPS)

26 days paid holiday, increasing with service

Occupational health and employee assistance support

Qualifications

• Strong commitment to team working.
• Experience in customer contact in a housing-related field.
• Proficient with IT systems.

Responsibilities

• Support income collection and rent accounting processes.
• Recover former tenant arrears and manage accounts.
• Advise tenants on payment methods and agreements.

Skills

Attention to detail

Communication skills

Numeracy skills

Teamwork

Education

GCSE C+ grade or equivalent in Numeracy and Literacy

Tools

Microsoft Office

Housing Rents applications

Job description

Join a dedicated team at the heart of Norwich’s social housing services. Norwich City Council is seeking a detail-oriented and proactive Income Assistant to support the recovery of housing-related debts and ensure accurate rent account management whilst enhancing the customer experience for our tenants.

As part of a supportive and inclusive team, you’ll contribute to service improvement projects while developing your skills & knowledge in social housing and customer service. If you’re confident with numbers, a great communicator, and thrive in a team environment, we’d love to hear from you.

What You’ll Bring

• Excellent time management and attention to detail
• Strong communication and numeracy skills
• A collaborative mindset and proactive approach
  
  

Key Responsibilities

• Support income collection and rent accounting processes
• Recover former tenant arrears, garage rent, and repair debts
• Operate electronic rent accounting systems
• Calculate and manage Direct Debit payments
• Process rent account adjustments accurately
• Communicate effectively with tenants and colleagues
  
  

Please note that this is a 16 hour per week, part-time position; the advertised salary will be calculated on a pro rata basis.

For full details, please refer to the job and person specifications.

Job Description

• To be responsible for the administrative support functions for the delivery of the Housing income service, including income recovery and rent accounting.
• Work collaboratively and support other colleagues (as required) to deliver Team Plans and Corporate Plan.
• To ensure tenant/resident consultation and participation are treated as core activities, central to the effective management of the service.
• To ensure compliance of key performance indicators and targets.
  
  

Responsibilities

• To support the delivery of income collection and rent accounting.
• Ensure the recovery of former tenants rent arrears, garage arrears and rechargeable repairs through effective management of former tenancy rent and sub accounts in accordance with policies and procedures.
• Advise tenants on the most appropriate payment method for debt repayment updating systems accordingly.
• Contribute to the provision of support for those customers in receipt of Universal Credit; setting up payment plans and signposting to relevant advice
• Negotiate with tenants to reach a sustainable agreement to repay housing debt whilst ensuring a maximum affordable amount is agreed.
• Ensure casework is escalated through appropriate recovery stages in a timely manner
• Submit cases for administrative write off in line with policy and procedures.
• Operate electronic accounting systems in relation to housing rent accounts
• Calculate and reconcile large financial figures within strict statutory requirements/timescales.
• Calculate accurate Direct Debit instalments for payment of housing and garage rent
• Process rent account adjustments in line with policies and procedures.
• Liaise with internal and external agencies as appropriate providing accurate and timely information as appropriate.
• Operate systems and procedures ensuring effective and timely communications whilst delivering a high standard of service and customer satisfaction.
• Communicate policies and procedures regarding the delivery of housing income and rents service effectively to both internal and external customers.
• Assist the Team Leader in making recommendations on rent accounting and housing debt recovery policies and procedures.
• Operate working protocols to ensure a smooth, effective delivery of a joined up service to our tenants and neighbourhoods.
• Maintain administrative data collected.
• The administration of Court work relating to possession of Council properties under instruction of the Income officers
• Identify cases that are suitable for referral to Money / Budget advisers and/or specialist tenancy support.
• Work towards the attainment of targets and KPI’s.
• Promote, implement and comply with the Council’s:
• Corporate strategies, policies and practices in relation to employment and services.
• Diversity policy
• Health and Safety policies
  
  

General requirements

• Post holders will be expected to be flexible in their duties and carry out any other duties commensurate with the grade and falling within the general scope of the job, as requested by management
• Duties and responsibilities must be carried out in accordance with relevant Norwich city council policies and procedures, within legislation and any code of professional ethics of relevant professional body.
• All staff are expected to maintain a high standard of customer care in the context of the council’s core values, to uphold the Equality and Diversity Policy and health and safety standards and to participate in personal learning and development necessary to the post.
  
  

These may change in consultation with the postholder.

Skills Required

• Communicate clearly both verbally and in writing.
• Demonstrate a strong commitment to team working.
• Uses own initiative, organises own work, is adaptable and accepts personal responsibility.
• Good interviewing skills both face to face and on the telephone.
• Able to work with a wide range of customers, always be in control and avoid confrontational situations.
• Approach work in an organised methodical way with excellent attention to financial detail and ability to meet targets within strict timescales.
• Complete tasks and respond to customer enquiries.
• Work in a pressurised, fast moving environment with by tight deadlines.
• Demonstrate an understanding of and commitment to the Councils Diversity Policy.
• Follow policies and procedures.
• Learn new work practices.
  
  

Educational Requirements

• Qualifications: Numeracy and literacy qualifications GCSE C+ grade or equivalent.
• Experience: Use of a wide range of IT systems, which include databases and excel spreadsheets. Customer Contact in a Housing related field.
• Knowledge and Experience: Office and Administration Work. IT skills and fully conversant with Microsoft Office and computerised Housing Rents applications (desirable). Reasonable level of numeracy. Effective Time management skills. Legislative requirements in relation to landlord’s obligations under its income collection responsibilities.
  
  

Why work for us

Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.

To find out more about working and living in Norwich Home | Work in Norwich.

The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve, to find out more about what it is like to work in local government visit Working in local government - #LocalGov Careers - Youth Employment UK

We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.

Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays and working arrangements to suit all lifestyles.

Equal Opportunities Policy

The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.

Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.

Benefits

We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.

• All employees are eligible to join the Local Government Pension Scheme (LGPS)
• Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees
• In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas
• Norwich City Council supports its employees through the provision of occupational health and employee assistance support