Job Introduction
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 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

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.

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.

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plan