Income Assistant

Emh; Coalville; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

emh is seeking an Income Assistant to support the Income Team in collecting rental income, prioritising rent and sustaining tenancies. You will provide administrative and telephone support, take arrears actions, and help progress notices when required.

You will handle payments, set up direct debits, maintain records in housing systems, answer enquiries, signpost for benefits, and deliver excellent customer service while respecting diverse circumstances.

Qualifications

• Experience in general administration and customer service.
• Proficient IT skills and accurate record keeping.
• Empathetic and able to handle diverse customer situations.

Responsibilities

• Manage low-level rent arrears and agree payment plans.
• Take payments, set up direct debits, and process refunds.
• Maintain records in housing management systems and portals.
• Handle enquiries, provide referrals and support signposting for benefits.
• Deliver strong customer service tailored to individual needs.
• Build relationships with external partners.

Skills

Administration

Customer service

Communication

Teamwork

Negotiation

Tools

Microsoft Office

Job description

Income Assistant

Salary: £24,891 - £27,657 per annum (RFJ 4)
Location: Coalville, Leicestershire (Home-based with a requirement to work from Memorial House, Coalville at least 2 days per week and as and when required
Hours: 35 hours per week on a rota basis between 8am–6pm
Contract: Permanent

Are you passionate about helping others?

Do you want to make a real difference to people’s lives?

If so, this may be the job for you.

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 and telephone support to the wider Income Team. Whilst taking arrears actions in line with our procedures, up to the point of issuing a Notice Seeking Possession.

Key Responsibilities

• Manage and support customers with low-level rent arrears and agree payment plans to manage and reduce rent arrears
• Take payments, set up direct debits, and process refunds
• Maintain accurate records in our housing management systems and other portals
• Handle and resolve customer enquiries providing support and making the necessary referrals
• Offer basic benefits advice and signpost for further support
• Deliver excellent customer service by understanding individual customer circumstances and tailoring our services to meet their needs.
• Build and maintain strong relationships with external partners
• Demonstrate emh values of Integrity, Diversity, Openness, Accountability, Clarity and Excellence.

About You

You will have experience of general administration and working in a customer service environment.

You will be confident using IT systems including Microsoft Office applications, maintaining accurate records and being able to work proactively and flexibly as part of a team

You will be a natural communicator with excellent negotiation skills and someone who is empathetic and understanding of diverse customer situations.

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.

The successful candidate will be trained and supported to learn everything needed to become an excellent Income Assistant.

Please note this is not an Accountancy role