Housing Income Assistant (9 month fixed term) in Norwich

Norwich City Council is seeking an Income Assistant to join the Housing Income & Rents team. This role involves supporting the recovery of housing debts, managing rent accounts, and contributing to projects aimed at improving service delivery and customer experience.

The successful candidate will join a supportive and inclusive team that plays a key role in the operation of Norwich’s social housing services. We’re looking for a detail‑oriented, proactive individual with a strong work ethic. If you have the right skills and mindset, we welcome your application.

Desirable skills

• Effective time management
• Strong communication skills
• Confidence with numeracy
• Great team working
• Attention to detail

Key responsibilities

1. To support the delivery of income collection and rent accounting.
2. Ensure the recovery of former tenants’ rent arrears, garage arrears and rechargeable repairs through effective management of former tenancy rent and sub‑accounts in accordance with policies and procedures.
3. Advise tenants on the most appropriate payment method for debt repayment and update systems accordingly.
4. Contribute to the provision of support for those customers in receipt of Universal Credit; setting up payment plans and signposting to relevant advice.
5. Negotiate with tenants to reach a sustainable agreement to repay housing debt whilst ensuring a maximum affordable amount is agreed.
6. Ensure casework is escalated through appropriate recovery stages in a timely manner.
7. Submit cases for administrative write‑off in line with policy and procedures.
8. Operate electronic accounting systems in relation to housing rent accounts.
9. Calculate and reconcile large financial figures within strict statutory requirements/timescales.
10. Calculate accurate Direct Debit instalments for payment of housing and garage rent.
11. Process rent account adjustments in line with policies and procedures.
12. Liaise with internal and external agencies as appropriate, providing accurate and timely information.
13. Operate systems and procedures ensuring effective and timely communications whilst delivering a high standard of service and customer satisfaction.
14. Communicate policies and procedures regarding the delivery of housing income and rents service effectively to both internal and external customers.
15. Assist the Team Leader in making recommendations on rent accounting and housing debt recovery policies and procedures.
16. Operate working protocols to ensure a smooth, effective delivery of a joined‑up service to our tenants and neighbourhoods.
17. Maintain administrative data collected.
18. Administer Court work relating to possession of Council properties under instruction of the Income Officers.
19. Identify cases suitable for referral to Money / Budget advisers and/or specialist tenancy support.
20. Work towards the attainment of targets and KPIs.
21. Promote, implement and comply with the Council’s corporate strategies, policies and practices in relation to employment and services, diversity policy and health and safety policies.

For a more detailed description of this role, please refer to the job & person specifications.

To be responsible for the administrative support functions for the delivery of the Housing income service, including income recovery and rent accounting.

Post holders will be expected to be flexible in their duties and carry out any other duties commensurate with the grade and falling within the general scope of the job, as requested by management.

Duties and responsibilities must be carried out in accordance with relevant Norwich City Council policies and procedures, within legislation and any code of professional ethics of the relevant professional body.

All staff are expected to maintain a high standard of customer care in the context of the council’s core values, to uphold the Equality and Diversity Policy and health and safety standards and to participate in personal learning and development necessary to the post.

Qualifications

• Numeracy and literacy qualifications GCSE C+ grade or equivalent.

Experience & Knowledge

• Use of a wide range of IT systems, databases and Excel spreadsheets.
• Customer contact in a Housing related field.
• Office and administration work. IT skills and fully conversant with Microsoft Office and computerised Housing Rents applications. Reasonable level of numeracy. Effective time‑management skills. Legislative requirements in relation to landlords’ obligations under its income‑collection responsibilities.

Core Competencies

• Good interviewing skills both face‑to‑face and on the telephone.
• Able to work with a wide range of customers, always in control and avoiding confrontational situations.
• Approach work in an organised, methodical way with excellent financial detail and ability to meet targets within strict timescales.
• Complete tasks and respond to customer enquiries.
• Work in a pressurised, fast‑moving environment with tight deadlines.
• Demonstrate an understanding of and commitment to the Council’s Diversity Policy.
• Follow policies and procedures.
• Learn new work practices.
• Use own initiative, organise own work, be adaptable and accept personal responsibility.