Location
Holborn

Hours
4 days office-based, 1 day remote working

Salary
£18.00 per hour

About the Role
Pinnacle Group is seeking an Income Collections Officer to join our Homes Team, responsible for managing 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, 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 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 involves proactive arrears reduction, producing reports and correspondence, engaging with residents, preparing legal instructions, serving notices, conducting home visits, applying for direct payments, attending court when required, and offering advice to help residents sustain their tenancies. You will also identify residents needing specialist welfare or financial inclusion support and liaise with external agencies such as Local Authorities, DWP, and social services to support income recovery.

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 focused on Trust, Respect, Involve, Challenge, and Deliver Excellence, caring for both employees and customers.

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 related fields would be advantageous but are not explicitly required. A commitment to continuous learning and professional development is expected.