Income Assistant

Pinnacle Group are looking for an Income Assistant to join our Homes Division to support the delivery of a responsive and resident‑focused income management service. You will play a key role in helping residents sustain their tenancies by offering early intervention, clear guidance, and positive engagement around rent and service charge accounts. You will contribute to a service that aims to maximise income, reduce arrears and promote financial wellbeing across our communities, ensuring residents receive a fair, supportive and effective experience.

Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.

The ideal candidate will have a genuine passion for working within the housing sector and supporting residents to maintain successful, long‑term tenancies. You will be approachable, patient and confident communicating with individuals from diverse backgrounds, often in sensitive or challenging circumstances. Strong organisational skills, attention to detail and the ability to remain calm under pressure are key. You’ll bring a proactive, problem‑solving mindset, a commitment to excellent customer service and a willingness to learn income‑related processes to help residents navigate financial issues with empathy and professionalism.

This is a 6‑month fixed‑term role with the potential to become permanent, requiring four days in the office and one day working remotely.

• Act as a first point of contact for residents regarding rent and service charge enquiries.
• Support early intervention by engaging proactively with tenants to prevent arrears from escalating.
• Assist in monitoring and managing shared inboxes and logging all resident interactions accurately.
• Carry out administrative tasks including filing, scanning, document preparation, and case updates.
• Handle inbound and outbound calls related to rent payments, arrears queries, and account updates.
• Process payments including rent, direct debits, card payments, and refunds, ensuring accuracy at all times.
• Update and maintain resident information on housing management systems, including vulnerability indicators.
• Support the Income Officers with low‑level arrears cases, including sending reminder letters and setting up payment arrangements.
• Identify residents needing additional support and signpost them to welfare, benefits, and financial advice services.
• Contribute to tenancy sustainment by promoting positive engagement and helping residents understand their financial responsibilities.

• Experience in a customer‑facing role, ideally within housing, income management, local authority, or customer support services.
• Strong communication skills with the ability to engage sensitively with residents, including those facing financial hardship.
• Good organisational skills and the ability to manage competing priorities in a fast‑paced environment.
• Proficiency in Microsoft Office and confidence using databases or housing management systems.
• A calm, empathetic, and professional approach when dealing with challenging conversations or vulnerable tenants.

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. 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.