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, delivering a range of income collection duties related to rent and service charge income for private rented sector and social housing residents. You will provide a coordinated, flexible, and effective income collection service, responsible for achieving and maintaining 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 delivery of arrears targets.

Our Homes Division delivers 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 a confident communicator with the ability to build trust and rapport with residents, even in challenging situations. You will 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 thrive in a fast-paced environment, enjoy problem-solving, and take pride in delivering excellent service, we’d love to hear from you.

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 reflected in how we care for both employees and customers.

Key responsibilities include:
- Proactively reducing rent arrears to meet monthly targets through arrears reports, letters, resident engagement, legal instructions, serving Notices, home visits, direct payment applications, court attendance, and tenancy support
- Taking ownership of individual performance targets contributing to overall income collection success
- Identifying residents needing specialist welfare or financial inclusion support and referring them appropriately
- Liaising with external agencies such as Local Authorities (Housing Benefit), DWP (Universal Credit), social services, and others to support income recovery
- Responding to arrears-related correspondence and assisting in resolving formal complaints
- Efficiently planning and managing workload to monitor accounts weekly and consistently meet targets

Experience
- Experience working in housing and income collection settings
- Background in credit control with practical knowledge of income recovery processes
- Confident use 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 core values of Trust, Respect, Involve, Challenge, and Deliver Excellence, and are committed to earning and maintaining the confidence of clients and communities.

Qualifications
Specific qualifications are not detailed; however, relevant experience and knowledge in housing income management and welfare benefits are essential.