Income Collection Assistant

You will be responsible for the delivery of the income management service, minimising loss of income by taking swift and appropriate action to recover arrears/debts whilst ensuring a fair and consistent approach to customer care. To support the delivery of an efficient and effective income management service, ensuring timely rent collection and arrears recovery in line with Sandwell Council’s policies, procedures, and legal requirements. To minimise loss of income, provide early intervention to prevent arrears escalation, and deliver high standards of customer care and support to tenants.

We are looking for someone with:

• Successful development, implementation and monitoring of business strategies and plans.
• Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
• Strong analytical skills and experience of providing meaningful management information.
• Proficient in the use of a range of IT packages including MS Office.

Benefits and Working Conditions:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role profile:

• Monitor rent, service charge, and leasehold accounts regularly to identify missed or irregular payments.
• Promote and assist tenants in setting up secure payment methods, including Direct Debits and online payments, ensuring affordability is considered.
• Proactively contact tenants at the earliest signs of arrears to prevent escalation.
• Carry out home visits, telephone calls, and written correspondence to agree on realistic re-payment arrangements.
• Maintain accurate electronic and paper records of all arrears actions, agreements, and communications.
• Prepare and progress cases for legal action, including serving/delivering Notices of Seeking Possession, Notice to Terminate, applying for possession orders, and attending court hearings as required.
• Liaise with Sandwell Council legal services, bailiffs, and enforcement agencies to ensure timely execution of court orders and recovery of former tenant arrears.
• Provide advice on welfare benefits and income maximisation to help tenants sustain their tenancies.
• Liaise with the Council’s Welfare Rights team, Revenues & Benefits, DWP, and other agencies to resolve benefit-related payment issues, make Alternative Payment Arrangement (APA) requests, and reduce the risk of arrears caused by delays or errors.
• Signpost tenants experiencing financial hardship to appropriate support services, charities, or budgeting advice.
• Work closely with the Housing Services Manager, Housing Officers, Community Engagement Officer and other colleagues to resolve rent issues and address wider tenancy sustainability concerns.
• Assist with the annual rent setting and variation process, ensuring tenants are informed and accounts are updated accurately.
• Provide cover for reception and cash office functions when required, ensuring cash handling procedures are followed.
• Process former tenant arrears, recharge debts, and court costs in accordance with SMBC’s procedures, pursuing enforcement where appropriate.
• Support the delivery of Riverside’s Business Continuity Plan in times of crisis, ensuring rent collection processes remain operational.
• Ensure all actions comply with legal requirements, Riverside policies, and best practice in income management, particularly in relation to data protection and safeguarding obligations.
• Assist in the creation, production, and distribution of accurate quarterly rent statements for tenants, ensuring information is correct, clear, and compliant with Riverside’s policies.
• Liaise with finance teams to resolve discrepancies promptly and ensure statements are delivered within set timescales.
• Utilise Kontrolla and Compleat to set up and manage suppliers linked to the PFI contract, ensuring accurate data entry, timely approvals, and adherence to internal procurement processes.
• Maintain updated records of suppliers and support the resolution of payment or invoicing issues.
• Log, monitor, and update cases on the CRM system in line with Riverside’s procedures, ensuring all actions are recorded accurately.
• Follow up with relevant teams to ensure queries, complaints, and service requests are resolved promptly.
• Support the Welfare Officer by sharing arrears information, identifying vulnerable tenants, and coordinating joint visits where necessary to provide early intervention and support for tenants struggling with rent payments.
• Work from the West Bromwich office 8:45am – 5pm, to support the cash office, tenant face‑to‑face appointments, and team collaboration. Remote working may be accommodated in line with operational needs.

Knowledge, Skills and Experience:

• Experience working in rent collection, arrears recovery, or a similar income-related role within social housing.
• Good knowledge of housing law, tenancy agreements, and possession procedures for secure, introductory, and leaseholder tenures.
• Strong communication skills, with the ability to negotiate repayment arrangements and handle challenging conversations professionally.
• IT literate with experience in Microsoft Office (Word, Excel, PowerPoint) and housing management systems.
• Experience in a cash handling or cashiering role.
• Experience of customer‑facing work (e.g. reception, retail, housing, or service environment).
• Experience handling payments, including cash, card, and online transactions.
• Experience of administrative tasks and maintaining accurate records.

• Knowledge of public policy relating to housing and regeneration.
• Experience working in a housing association or local authority.
• Knowledge of rent accounts, arrears processes, or housing systems.
• Experience using finance or housing management systems.
• Understanding of welfare benefits or rent support processes.
• 5 GCSEs including Mathematics and English or equivalent qualifications with a broad secondary education.
• Understanding of Universal Credit, Housing Benefit systems, and welfare reform impacts on tenants.