Location
Holborn, London

Hours
4 days office-based, 1 day remote working

Salary
£35,000 per annum

About the Role
Pinnacle Group are seeking an Income Collection Officer to join our Homes Team, responsible for a range of income collection duties relating to rent and service charge income for private rented sector and social housing residents. You will deliver a coordinated, flexible, and effective income collection service, aiming to achieve and maintain the lowest levels of current rent and former tenancy arrears to maximise income recovery. Working under the guidance of the Income Manager and alongside housing management teams, you will ensure arrears targets are met and sustained.

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

The role involves proactively reducing rent arrears by producing 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. You will take ownership of individual performance targets and contribute to the overall success of the income collection service.

You will identify residents who may benefit from specialist welfare or financial inclusion support and refer them accordingly. Liaising effectively with external agencies such as Local Authorities (Housing Benefit), the DWP (Universal Credit), social services, and other relevant bodies will be key to supporting income recovery. You will also respond to arrears-related correspondence and provide clear, accurate information to assist in resolving formal complaints.

Efficient workload planning and weekly account monitoring to consistently meet targets are essential aspects of this role.

Who we are
Pinnacle Group is a market-leading national provider of housing, neighbourhood, and workplace services with over thirty years of experience. We deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve. We are a people-first organisation with a values-driven culture reflected in the way we care for both employees and customers.

Our Offer
We value diversity and actively welcome applications from people of all backgrounds, especially those representing the communities we serve. As part of our inclusive and supportive culture, you will be encouraged to thrive through continuous learning, development opportunities, and career progression.

In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role, including flexible working arrangements, life assurance, enhanced pension scheme, private medical insurance, cycle to work scheme, employee assistance programme, retail discounts, childcare assistance, season ticket loans, sick pay schemes, and personal development plans.

Experience
- Experience working in a housing and income collection setting
- Background in credit control with practical knowledge of income recovery processes
- Confident using housing management systems to monitor and manage accounts
- Solid understanding of the legal framework for housing including Pre-Action Protocols
- Demonstrable knowledge of welfare benefits, particularly Universal Credit and Housing Benefit
- Proficient in MS Office applications including Word, Excel, and Outlook

About you
You are a confident communicator with a natural ability to build trust and rapport with residents, even in challenging situations. You 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. You thrive in a fast-paced environment, enjoy problem-solving, and take pride in delivering excellent service.

Qualifications
Relevant qualifications or training in housing income management or credit control would be advantageous but are not explicitly required. A commitment to continuous professional development is expected.