Hybrid Income Assistant — Housing and Tenancy Support

Pinnacle Group Limited; Camden Town; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

Pinnacle Group is hiring an Income Assistant to join our Homes Division to support the delivery of a responsive, resident-focused income management service. You will help residents sustain tenancies by providing early intervention, guidance and positive engagement around rent and service charges.

This hybrid role requires three in-office days (Mondays, Wednesdays and Fridays) from 9am to 5.30pm, with a commitment to delivering excellent customer service and proactive income management across our

Qualifications

• Experience in a customer-facing role, ideally within housing, income management, local authority, or customer support services.
• Strong communication skills with the ability to engage sensitively with residents.
• Good organisational skills and the ability to manage competing priorities in a fast-paced environment.

Responsibilities

• Act as a first point of contact for residents regarding rent and service charge enquiries.
• Support early intervention by engaging proactively with tenants to prevent arrears from escalating.
• Assist in monitoring and managing shared inboxes and logging all resident interactions accurately.
• Carry out administrative tasks including filing, scanning, document preparation, and case updates.
• Handle inbound and outbound calls related to rent payments, arrears queries, and account updates.
• Process payments including rent, direct debits, card payments, and refunds, ensuring accuracy at all times.
• Update and maintain resident information on housing management systems, including vulnerability indicators.
• Support the Income Officers with low‑level arrears cases, including sending reminder letters and setting up payment arrangements.
• Identify residents needing additional support and signpost them to welfare, benefits, and financial advice services.
• Contribute to tenancy sustainment by promoting positive engagement and helping residents understand their financial responsibilities.

Skills

Customer-facing experience

Communication skills

Organisational skills

MS Office / housing systems

Tools

MS Office

Job description

Pinnacle Group is hiring an Income Assistant to join our Homes Division to support the delivery of a responsive, resident-focused income management service. You will help residents sustain tenancies by providing early intervention, guidance and positive engagement around rent and service charges.

This hybrid role requires three in-office days (Mondays, Wednesdays and Fridays) from 9am to 5.30pm, with a commitment to delivering excellent customer service and proactive income management across our