Income Assistant

Laurie McClave artist; Coalville; Hybrid; GBP 24,000 - 27,000; Full time

Job summary

A leading organization in affordable housing is seeking two Income Assistants for full-time and fixed-term roles. You will assist in collecting rent, supporting customers in their tenancy, and managing arrears. This role requires strong communication and negotiation skills, along with a background in administration.

Benefits

Contributory pension scheme

Health cash plan – BHSF

39 days' annual leave

Flexible working

Wide range of training and development opportunities

Qualifications

• General administration experience and direct customer service.
• Proficient in using IT systems.
• Demonstrates proactive teamwork ability.

Responsibilities

• Provide administrative support to the Income Team.
• Manage low-level arrears cases and negotiate payment plans.
• Handle various payment methods and process refunds.

Skills

Communication

Negotiation

Empathy

Education

GCSE standard or equivalent

Tools

Microsoft Office

Job description

Income Assistant x2

1 X Full- Time Permanent

1 X Fixed Term Contract /Internal Secondment - 9 months

Hours- 35 hours (worked on a rota basis, between the hours of 8.00am and 6.00pm)

Location – Home based, with a requirement to work from Memorial House in Coalville, Leicestershire at least 2 days per week

Salary – £24,050 - £26,722 per annum (RFJ 4)

About Us

Emh is one of the largest providers of affordable homes and support services in the East Midlands. We pride ourselves in providing high quality homes and services that contribute to sustainable communities.

Our vision is to be the best social housing and care business in the country, leading the market as service provider and employer.

The role

As an Income Assistant you will support the Income Team to collect rental income, support customers to prioritise their rent and help them sustain a successful tenancy. You will provide administrative support to the wider team, whilst being responsible for establishing payment methods, setting up direct debits and recurring card payments. You will also follow arrears actions in line with our procedures, up to the point of issuing a Notice Seeking Possession.

What You'll Be Doing

• Administrative Support: Providing essential administrative support to the wider Income Team.
• Data Entry and Management: Maintaining accurate records on our housing management system and other portals.
• Collection and Recovery: Managing low-level arrears cases and negotiating realistic payment plans with customers to manage and reduce arrears
• Processing Income: This includes handling various payment methods, such as taking rental payments, setting up direct debits and recurring card payments, and other forms of payment. Plus, processing refunds
• Customer Service: Resolving customer enquiries and complaints, providing support, and ensuring a positive customer experience. Delivering excellent customer service by understanding individual customer circumstances and tailoring services to meet their needs.
• Financial referrals: Providing basic benefits advice and signposting customers to our Money Matters team for further support.
• Relationship building: Building and maintain strong relationships with external partners.
  
  

The ideal candidate

You will have general administration experience and experience delivering direct services to customers. You will be a natural communicator with excellent negotiation skills. Someone who is empathetic and understanding of diverse customer situations.

You will be proficient in using IT systems and maintaining accurate records and Microsoft office application skills. You will demonstrate the ability to work proactively and flexibly as part of a team.

This is a fantastic opportunity to make a real difference in people's lives while developing your skills within a supportive team environment. If you're ready to take on this challenging and rewarding role, we'd love to hear from you.

Our values

Our values are important to us and we're looking for people who can help live our values of Integrity, Diversity, Openness, Accountability, Clarity and Excellence.

Company Benefits

Our generous package includes:

• Competitive salary
• Contributory pension scheme
• Health cash plan – BHSF
• 39 days' annual leave (including statutory days), increasing with length of service (pro-rata for part time)
• Flexible working
• A wide range of training and development opportunities (we are an Investors in People accredited organisation)
  
  

Qualifications

Educated to GCSE standard or equivalent professional experience

For further information about the role, please see attached Job Description and Person Specification.

How To Apply

Please send an up- to-date CV with a covering letter of no more than 3 sides of A4, detailing how you meet the requirements of the person specification. (Please note your covering letter and CV will need to be on the same document).

Closing date for applications – Sunday 22nd June 2025 at 23.59

“We reserve the right depending on application numbers to close or extend the closing dates for positions, we would therefore recommend an early application”