Income Assistant

Pinnacle Group; City of Westminster; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Flexible Working Arrangements

Maternity/paternity packages

Life Assurance

Enhanced Pension Scheme

Private Medical Insurance

Cycle to Work Scheme

Employee Assistance Programme

Retail Discounts

Season Ticket Loans

Sick Pay Schemes

Personal Development Plans

Job summary

Pinnacle Group is seeking an Income Assistant to join the Homes Division to support an income management service focused on residents. You will help sustain tenancies by offering early intervention, clear guidance and engagement around rent and service charge accounts.

You will work with diverse residents, handling rent payments, arrears queries and account updates, while using housing management systems and Microsoft Office to maintain accurate records.

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.
• A calm, empathetic, and professional approach when dealing with challenging conversations or vulnerable tenants.

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 service

Communication

Attention to detail

Calm under pressure

Problem solving

Empathy

Tools

Microsoft Office

Housing management systems

Job description

Pinnacle Group are looking for an Income Assistant to join our Homes Division to support the delivery of a responsive and resident-focused income management service. You will play a key role in helping residents sustain their tenancies by offering early intervention, clear guidance, and positive engagement around rent and service charge accounts. You will contribute to a service that aims to maximise income, reduce arrears and promote financial wellbeing across our communities, ensuring residents receive a fair, supportive and effective experience. Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities. The ideal candidate will have a genuine passion for working within the housing sector and supporting residents to maintain successful, long-term tenancies. You will be approachable, patient and confident communicating with individuals from diverse backgrounds, often in sensitive or challenging circumstances. Strong organisational skills, attention to detail and the ability to remain calm under pressure are key. You'll bring a proactive, problem-solving mindset, a commitment to excellent customer service and a willingness to learn income-related processes to help residents navigate financial issues with empathy and professionalism.,

• 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.
  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, including those facing financial hardship.
• Good organisational skills and the ability to manage competing priorities in a fast-paced environment.
• Proficiency in Microsoft Office and confidence using databases or housing management systems.
• A calm, empathetic, and professional approach when dealing with challenging conversations or vulnerable tenants.
  Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.
  This is a hybrid role requiring two days in the office on Mondays and Wednesdays with the working hours are 9am-5.30pm. The salary is £27,500k per annum, pro-rata based on a 6 month contract., In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:
• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans