Resident Income Support Specialist (Hybrid)

Pinnacle Group; Camden Town; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

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

Job summary

Pinnacle Group is seeking an Income Assistant to join our Homes Division, helping residents sustain tenancies through early intervention and clear guidance on rent and service charges. You will engage with diverse residents with empathy and professionalism, handling inquiries and data across housing management systems.

The role is hybrid, with three days in the office (Mon/Wed/Fri), 9:00–17:30, and opportunities to support financial wellbeing and tenancy sustainment across Affordable, Private

Qualifications

• Experience in customer facing roles, ideally in housing, income management or local authority.
• Excellent communication skills with diverse residents.
• Strong organisational skills and ability to manage competing priorities.

Responsibilities

• Be the first point of contact for residents on rent and service charges.
• Support early intervention to prevent arrears from escalating.
• Monitor shared inboxes and log resident interactions accurately.
• Perform administrative tasks including filing, scanning and case updates.
• Handle calls related to rent payments, arrears and account updates.
• Process payments (rent, direct debits, card payments) accurately.
• Update resident information on housing management systems.
• Support Income Officers with low level arrears and payment arrangements.
• Signpost residents to welfare, benefits and financial advice services.
• Contribute to tenancy sustainment through positive engagement.

Skills

Customer facing experience

Strong communication

Organisational skills

Empathy

Tools

Microsoft Office

Job description

Pinnacle Group is seeking an Income Assistant to join our Homes Division, helping residents sustain tenancies through early intervention and clear guidance on rent and service charges. You will engage with diverse residents with empathy and professionalism, handling inquiries and data across housing management systems.

The role is hybrid, with three days in the office (Mon/Wed/Fri), 9:00–17:30, and opportunities to support financial wellbeing and tenancy sustainment across Affordable, Private