Job Description

Job Introduction

Pinnacle Group is seeking a Part-Time Income Collection Officer to carry out a range of duties related to the collection of rent and arrears from residents in social housing. You will be joining our Housing Team who manages a large and diverse portfolio of new and existing Affordable Homes nationwide, including Affordable and Social Rent, Shared Ownership and Supported homes.


You will be responsible for proactively managing and reducing both current and former tenancy arrears by implementing effective income recovery strategies. This includes regular monitoring of rent accounts, identifying potential arrears risks early, and engaging with residents to provide appropriate support and payment plans where necessary. Working collaboratively with the wider housing management team, you will contribute to creating a positive tenant experience while ensuring financial targets are met. Under the guidance and supervision of the PFI Income Manager, you will help drive initiatives aimed at arrears reduction, maintain accurate records and ensure compliance with relevant policies and procedures.


This is a part-time, permanent, office-based role working 22.5 hours per week, spread across 3, 4 or 5 days between 9:00am and 5:30pm. Travel will be required to our Brixton office and occasionally to other offices within the PFI contract to provide support or cover if needed.

Who We Are

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.


We're a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

Who We're Looking For

We're looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.


Key responsibilities:

Contact tenants to recover outstanding rent and charges using all available methods, letter, emails, telephone, and text messages and home visits, as necessary. Drafting instructions for legal possession proceedings, serving Notices, home visits, applying for direct payments, attending court on behalf of the Council and providing appropriate advice and support to enable residents maximise their income, address debts and to sustain their tenancies. Agree and monitor repayment plans. To identify residents requiring specialist welfare benefit or financial inclusion advice and make referrals to the Welfare Advice & Financial Inclusion Officer To communicate and liaise effectively with the Local Authority regarding Housing Benefit claims, with the DWP regarding Universal Credit claims, Social Services and any other relevant agencies. To provide arrears actions and debt reports for the Income Manager. Referring accounts to solicitors and liaising with them to obtain settlement of outstanding arrears balances. To take ownership of any customer complaints or queries, liaise with the housing team to resolve them and provide timely and professional feedback to the customer. To attend all housing and Income meetings when required. To take ownership of training and development opportunities.

Key requirements:

Experience of working in Income collection for rents or service charge collection in a social housing setting, i.e. Local authority, Housing association or TMO. Well-rounded knowledge and application of welfare benefits Strong communication skills. Strong numerical and reporting skills. Proficient in MS office applications (Word, Excel, Outlook) Experience with housing management systems such as Northgate.

Our Offer

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.


We welcome applications from all backgrounds - particularly from those who represent the communities we serve.


As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.


We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers

Maternity/paternity packages Flexible Working Arrangements Life Assurance Enhanced Pension Scheme Additional Annual Leave Private Medical Insurance Cycle to Work Scheme Employee Assistance Programme Retail Discounts Childcare Assistance Season Ticket Loans Sick Pay Schemes Personal Development Plans


Single description (external)