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- Tasks: Assist with income collection and support tenants in managing rent arrears.
- Company: Pinnacle Group is a leading UK provider of housing and neighbourhood services.
- Benefits: Enjoy hybrid working, career development, and discounts at popular retailers.
- Why this job: Join a people-first organisation focused on community impact and personal growth.
- Qualifications: Strong communication skills and proficiency in Microsoft Office required.
- Other info: Diverse applicants are encouraged, especially from ex-armed forces backgrounds.
The predicted salary is between 30000 - 42000 £ per year.
Pinnacle Group are seeking an Income Assistant to undertake a range of income collection support duties, to provide a coordinated, flexible, and effective income collection service. You will be joining our Homes Incomes Team within our Homes division based in Holborn, London. The main purpose of this role is to be the first point of contact for tenants and to assist with the prevention and recovery of rent arrears and other debts and give advice to residents. You will ensure that the rent collection and arrears recovery processes are delivered in a way that is efficient, effective and customer-focused, that rental income is maximised for our clients, and that KPIs are met as we seek to provide a best-in-class service.
This role offers a hybrid working pattern of 3-4 days in the office in Holborn and at London Bridge. The working hours are Monday – Friday 9am – 5.30pm.
Our Homes division is a leading provider of housing management services across all tenures. A community-focused business, our client base spans central and local government, as well as the development and institutional investment sectors. Alongside over 80,000 homes in management we have two for profit registered provider registrations and a market-leading council partnership acquiring, refurbishing, managing and maintaining a portfolio of 500 properties. In the last three years, in addition to acquiring a residential lettings business, we have secured a major Ministry of Defence contract providing services across a portfolio of 49,000 military homes, as well as a growing client base within the Build to Rent and development sectors.
Who We Are
Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.
We\’re a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.
Who We’re Looking For
We’re looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.
Key responsibilities:
- To assist with monitoring and managing the shared Team mailbox, responding to customer enquiries and ensure that accurate records are kept of all contact and outcomes on the relevant IT system.
- To provide administrative support to the income team including electronic filling, photocopying, scanning and collating documents.
- To make inbound and outbound calls and return calls in response to messages and emails recording the details on the relevant IT system.
- To update IT systems with tenant addresses emails/ telephone numbers and household details/including vulnerability details as appropriate.
- To provide support to the Income Team on all income collection tasks including Former Tenant arrears, garage arrears, leasehold arrears, and assist with universal credit/ housing benefit administration.
- As directed, provide assistance to Income Officers in the collection of low-level rent arrears for rented and Leasehold Tenants. To include taking payments, setting up direct debits, negotiation and setting up payment plans and signposting for specialist advice. To send arrears letters when payments are missed.
- Ensure residents receive appropriate advice about income collection process and guidance regarding benefits and welfare entitlements to maximise their potential income, making appropriate referrals to other teams/agencies where required including referring vulnerable residents to support services for debt and welfare advice.
- Processing Payments including handling rent payments, direct debits, credit refunds, ensuring accurate record keeping.
Key requirements:
- Competent using a wide range of Microsoft Office packages.
- Excellent communication skills (listening, written and oral) with an excellent standard of numeracy and literacy.
- Have strong organisational skills, to be able to manage workloads, prioritise tasks and meet deadlines.
- Aptitude in resolving issues with a customer-focused orientation and can demonstrate suitable negotiating and influencing skills.
- Knowledge of Welfare Reform legislation desirable.
Our Offer
The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.
We welcome applications from all backgrounds – particularly from those who represent the communities we serve including ex-armed forces personnel and their families.
As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.
We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.
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Income Assistant employer: pinnaclegroup.co.uk
Contact Detail:
pinnaclegroup.co.uk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Income Assistant
✨Tip Number 1
Familiarise yourself with the key responsibilities of the Income Assistant role. Understanding the specific tasks, such as managing the shared Team mailbox and providing administrative support, will help you demonstrate your readiness for the position during any discussions.
✨Tip Number 2
Brush up on your knowledge of welfare reform legislation. Since this role involves advising residents about benefits and welfare entitlements, having a solid grasp of relevant laws will show your commitment to helping tenants effectively.
✨Tip Number 3
Practice your communication skills, especially in a customer service context. As you'll be the first point of contact for tenants, being able to listen actively and respond clearly will be crucial in making a positive impression.
✨Tip Number 4
Get comfortable with Microsoft Office packages, particularly Excel. Since the role requires accurate record-keeping and data management, showcasing your proficiency in these tools can set you apart from other candidates.
We think you need these skills to ace Income Assistant
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Income Assistant position at Pinnacle Group. Understand the key responsibilities and requirements, and think about how your skills and experiences align with them.
Tailor Your CV: Customise your CV to highlight relevant experience in income collection, customer service, and administrative support. Use specific examples that demonstrate your organisational skills and ability to handle customer enquiries effectively.
Craft a Compelling Cover Letter: Write a cover letter that reflects your understanding of Pinnacle Group's values: Trust, Respect, Involve, Challenge, and Deliver Excellence. Explain why you are passionate about the role and how you can contribute to their mission of providing excellent housing services.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application demonstrates attention to detail, which is crucial for the Income Assistant role.
How to prepare for a job interview at pinnaclegroup.co.uk
✨Know the Company Values
Familiarise yourself with Pinnacle Group's values of Trust, Respect, Involve, Challenge, and Deliver Excellence. Be prepared to discuss how your personal values align with theirs and provide examples from your past experiences that demonstrate these qualities.
✨Demonstrate Customer Focus
Since the role involves assisting tenants and managing income collection, be ready to share specific instances where you successfully resolved customer issues or provided exceptional service. Highlight your communication skills and ability to empathise with residents.
✨Showcase Your Organisational Skills
The job requires strong organisational abilities to manage workloads and meet deadlines. Prepare to discuss how you prioritise tasks and handle multiple responsibilities, perhaps by sharing a time when you effectively managed competing demands.
✨Understand Income Collection Processes
Brush up on the basics of income collection and arrears recovery processes. Being knowledgeable about these topics will not only show your interest in the role but also allow you to engage in meaningful discussions during the interview.
