Income Collection Officer

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Pinnacle Group are looking for an Income Collection Officer to join our Homes Team to undertake a range of income collection duties relating to rent and service charge income for the private rented sector and social housing residents. You will provide a coordinated, flexible, and effective income collection service and will be responsible for achieving and maintaining lowest levels of current rent and former tenancy arrears ensuring we maximise income recovery. You will be guided by the Income Manager and work with the housing management teams to ensure delivery of the arrear’s targets.

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

The ideal candidate will be a confident communicator with a natural ability to build trust and rapport with residents, even in challenging situations.You’ll 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're someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in delivering excellent service, we’d love to hear from you.

This is a hybrid role with travel required to our Chancery Lane office in London.

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’re a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.

Who we’re looking for

We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.

Key responsibilities will include:

• Proactively reduce rent arrears across all accounts to meet monthly targets. This includes 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
• Take ownership of individual performance targets and contribute to the overall success of the income collection service
• Identify residents who may benefit from specialist welfare or financial inclusion support and refer them to the Welfare Advice & Financial Inclusion Manager
• Liaise effectively with external agencies including Local Authorities (Housing Benefit), the DWP (Universal Credit), social services and other relevant bodies to support income recovery
• Respond to arrears-related correspondence and provide clear, accurate information to the Income Manager or Contract Manager to assist in resolving formal complaints
• Plan and manage your own workload efficiently, ensuring accounts are monitored weekly and targets are consistently met

Key requirements:

• 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

Our offer

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.

As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential 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 and business area, including:

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