At a Glance
- Tasks: Support income collection and customer service while managing former tenant arrears.
- Company: One Manchester, dedicated to creating thriving communities and homes.
- Benefits: 27 days annual leave, flexible working, and a great pension scheme.
- Other info: Join a diverse team committed to inclusion and continuous improvement.
- Why this job: Make a real difference in people's lives while growing your career.
- Qualifications: Experience in administration, strong communication skills, and good IT proficiency.
The predicted salary is between 28393 - 34703 £ per year.
Job title: Income Assistant Contact type: Permanent Salary: £28,436.01 per annum Working hours:35hours per week, fulltime Location: Manchester – agile Closing date: 2 October 2026
About us
At One Manchester, we’re building places people are proud to call home.
We own and manage over 12,000 homes across central, south and east Manchester — but we’re more than just a landlord.
We provide services, support and opportunities that help people and communities thrive.
Everything we do is shaped by our HEART values, our customers and our commitment to creating positive change across our city.
We believe safe, affordable homes are the foundation for better lives, and we work together to deliver services that make a meaningful impact every day.
We’re continuing to evolve and improve how we work, making this an exciting time to join One Manchester.
As we deliver the ambitions set out in our Corporate Plan, we’re looking for people who share our values and want to help create inclusive, connected and sustainable places where people can thrive.
We’re proud of our inclusive, customer-focused culture and the way our colleagues work together to make a difference every day.
We’re looking for people who share our values, care about customers and enjoy working collaboratively to improve services and communities.
About the role
You’ll support the Income Team to helpmaintain the financial foundation of One Manchester.
The role involves regular engagement with customers, colleagues, and external partners, with around 50% of time focused on managing and reducing former tenant arrears through proactive case management, customer engagement, and sustainable repayment arrangements.
- What you’ll be doing
- Deliver excellent income collection support and customer service.
- Manage and review a caseload of former tenant arrears accounts, negotiating repayment plans and monitoring compliance.
- Administer Housing Benefit and Universal Credit processes, including overpayment requests and rent verification.
- Manage the Income Team inbox and respond to customer, colleague, and agency enquiries.
- Process rent account adjustments, refunds, balance transfers, and credit reviews in line with policy.
- Support income collection campaigns through text messaging and CRM updates.
- Assist with court and eviction administration, including preparation of legal documentation.
- Maintain accurate records and ensure data quality.
- Contribute to achieving One Manchester’s business objectives, performance targets, and service improvements.
- Uphold One Manchester’s values, behaviours, and customer service standards.
- Support continuous improvement and efficient use of resources.
- Complete relevant training and development.
- Adhere to all policies, including Equality, Diversity & Inclusion, Health & Safety, and Safeguarding.
- Promote a culture of inclusion, respect, and customer satisfaction.
- What we’re looking for
We’re after someone who has
- Experience in an administrative role with competing deadlines.
- Experience working in a target-driven environment and meeting KPIs.
- Strong organisational, communication, and record-keeping skills.
- Good IT proficiency.
- Ability to work independently and collaboratively.
- Adaptable, flexible, and committed to improving processes.
Desirable
- Experience in income collection and income team administration.
- Experience managing a caseload.
- Knowledge of former tenant arrears management.
Why join us?
We know that great services start with great people.
That’s why we’re committed to creating a workplace where colleagues feel supported, valued and able to grow.
- Alongside meaningful work and opportunities to develop, you’ll also benefit from:
- 27 days’ annual leave when you join us, rising to 30 days after three years’ service, plus UK bank holidays
- the option to buy or sell annual leave through our holiday scheme
- a genuine approach to agile and flexible working, dependent on the role
- an excellent pension scheme with an 11.4% employer contribution through the Smart SHPS DC salary sacrifice scheme
- supportive people policies that help you balance work and life
- Medicash healthcare cash plan membership, with Level 1 cover paid by us
- a 24/7 Employee Assistance Programme
- Perkbox, our benefits platform giving you access to hundreds of discounts, benefits and wellbeing resources
- a Cycle to Work scheme through Halfords
- access to Manchester Credit Union for affordable financial support, including loans, savings accounts and money guidance
- support to gain professional qualifications, with paid memberships fees for relevant professional bodies
- Equality, diversity and inclusion
We’re committed to creating a diverse and inclusive organisation where everyone feels valued, respected and able to be themselves.
We welcome applications for employment from eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
As part of our commitment to improving representation, we operate the Rooney Rule and aim to interview at least one ethnically diverse candidate for all roles, and at least one female candidate for roles within our Trades and Facilities teams where women are currently underrepresented.
We’re also committed to supporting flexible and agile working where possible.
If you require flexibility or adjusted working arrangements (including part time hours), we encourage you to speak to us as part of the recruitment process and we can let you know if it can be considered for this particular role.
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Income Assistant in Manchester employer: One Manchester Limited
At One Manchester, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. With generous benefits such as 27 days of annual leave, a robust pension scheme, and opportunities for continuous learning, our team members are empowered to thrive both personally and professionally in the vibrant city of Manchester. Join us in making a meaningful impact in our communities while enjoying the flexibility and resources that come with being part of our dedicated People and Culture Team.
StudySmarter Expert Advice🤫
We think this is how you could land Income Assistant in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at One Manchester Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like One Manchester Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Income Assistant in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to One Manchester Limited:Your cover letter is your chance to shine! Tell us why you want to work at One Manchester Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at One Manchester Limited!
How to prepare for a job interview at One Manchester Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
