Location
Holborn

Hours
4 days office-based, 1 day remote working

Salary
£18.00 per hour

About the Role
Pinnacle Group are seeking an Income Collections Officer to join our Homes Team, responsible for a range of income collection duties related 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 focused on 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 help meet arrears targets and support tenants in sustaining their tenancies.

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 apply 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, 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. You will take ownership of individual performance targets, contribute to the overall success of the income collection service, identify residents needing specialist welfare or financial inclusion support and refer them accordingly, liaise with external agencies such as Local Authorities, DWP, and social services, respond to arrears-related correspondence, and manage your workload efficiently to ensure accounts are monitored weekly and targets consistently met.

Pinnacle Group is a market-leading national provider of housing, neighbourhood, and workplace services with over thirty years of experience delivering expert, place-based management and maintenance solutions that enhance communities. We are a people-first organisation with a values-driven culture focused on Trust, Respect, Involve, Challenge, and Deliver Excellence.

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 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 committed to earning and maintaining the confidence of clients and communities.

Qualifications
No specific qualifications are stated as mandatory; however, relevant experience and knowledge in housing income management and welfare benefits are essential.