Location
Holborn, London

Hours
Full Time - 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 contribute to meeting arrears targets.

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 requires confident communication skills and the ability to build trust and rapport with residents, even in challenging situations. You will adopt a proactive and empathetic approach to income recovery, combining strong knowledge of housing income management and welfare benefits with a genuine commitment to tenant support. If you thrive in a fast-paced environment, enjoy problem-solving, and take pride in delivering excellent service, this role is for you.

Key responsibilities include proactively reducing rent arrears to meet monthly targets through arrears reports, resident engagement, legal instruction preparation, serving Notices, home visits, direct payment applications, court attendance, and tenancy sustainment advice. You will take ownership of individual performance targets, identify residents needing specialist welfare or financial support, liaise with external agencies such as Local Authorities, DWP, and social services, respond to arrears correspondence, and manage your workload efficiently to consistently meet targets.

Pinnacle Group is a market-leading national provider of housing, neighbourhood, and workplace services with over thirty years of experience. We are a people-first organisation with a values-driven culture centred on Trust, Respect, Involve, Challenge, and Deliver Excellence, caring for both employees and customers.

Experience
- Experience working in housing and income collection settings
- Background in credit control with practical knowledge of income recovery processes
- Confident user of 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 and are committed to supporting tenants. You thrive in a fast-paced environment, enjoy problem-solving, and take pride in delivering excellent service. You embrace Pinnacle Group’s core values of Trust, Respect, Involve, Challenge, and Deliver Excellence and are dedicated to earning and maintaining the confidence of clients and communities.

Qualifications
Relevant qualifications are advantageous but not explicitly required. A strong understanding of housing income management, welfare benefits, and legal frameworks is essential.