Job Introduction
Pinnacle Group are looking for an Income Collection Officer to join our Homes Team to undertake a range of income collection duties relating to rent and service charge income for the private rented sector and social housing residents. You will provide a coordinated, flexible, and effective income collection service and will be responsible for achieving and maintaining lowest levels of current rent and former tenancy arrears ensuring we maximise income recovery. You will be guided by the Income Manager and work with the housing management teams to ensure delivery of the arrear’s targets.
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 be a confident communicator with a natural ability to build trust and rapport with residents, even in challenging situations. You’ll bring a proactive and empathetic approach to income recovery, combining strong knowledge of housing income management and welfare benefits with a genuine commitment to supporting tenants. If you're someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in delivering excellent service, we’d love to hear from you.
This is a remote role with ad hoc attendance to local offices or schemes within Birmingham. Travel is required once a month to our Holborn, London office.
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 will include:
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Proactively reduce rent arrears across all accounts to meet monthly targets. This includes producing arrears reports and letters, engaging with residents, preparing legal instructions for possession proceedings, serving Notices, conducting home visits, applying for direct payments, attending court when required and offering advice and support to help residents sustain their tenancies
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Take ownership of individual performance targets and contribute to the overall success of the income collection service
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Identify residents who may benefit from specialist welfare or financial inclusion support and refer them to the Welfare Advice & Financial Inclusion Manager
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Liaise effectively with external agencies including Local Authorities (Housing Benefit), the DWP (Universal Credit), social services and other relevant bodies to support income recovery
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Respond to arrears-related correspondence and provide clear, accurate information to the Income Manager or Contract Manager to assist in resolving formal complaints
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Plan and manage your own workload efficiently, ensuring accounts are monitored weekly and targets are consistently met
Key requirements:
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Experience working in a housing and income collection setting
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Background in credit control with practical knowledge of income recovery processes
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Confident using housing management systems to monitor and manage accounts
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Solid understanding of the legal framework for housing including Pre-Action Protocols
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Demonstrable knowledge of welfare benefits, particularly Universal Credit and Housing Benefit
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Proficient in MS Office applications including Word, Excel and Outlook
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.
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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Maternity/paternity packages
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Flexible Working Arrangements
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Life Assurance
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Enhanced Pension Scheme
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Additional Annual Leave
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Private Medical Insurance
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Cycle to Work Scheme
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Employee Assistance Programme
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Retail Discounts
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Childcare Assistance
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Season Ticket Loans
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Sick Pay Schemes
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Personal Development Plans
