Income Collections Assistant - Housing Services
12 month FTC | Southend | £29,560 | Monday to Friday 8:30am – 5pm
About the Role
We are seeking a motivated and customer‑focused Income Collections Assistant to support the delivery of an effective income collection service, with a strong emphasis on rent arrears recovery and rent related enquiries.
Working closely with Tenancy Officers, you will assist with arrears collection activities through automated contact systems, ensuring timely and accurate communication with residents. You will also handle inbound calls from residents regarding rent accounts, payments and general income queries.
This role plays a vital part in supporting tenancy sustainment, promoting positive resident engagement, and helping achieve income performance targets.
Key Responsibilities
- Carry out rent arrears collection activity using automated calling and messaging systems.
- Respond to inbound enquiries from residents regarding rent accounts, arrears and payments.
- Deliver excellent customer service while meeting performance, quality and service standards.
- Support the achievement of income collection targets and wider service objectives.
- Accurately record all customer interactions and outcomes on housing management systems.
- Manage both inbound and outbound contact with residents regarding arrears and payment arrangements.
- Escalate complex cases or identified vulnerabilities to Tenancy Officers where needed.
- Provide clear information on payment methods, rent accounts and support services.
- Assist residents with online services including Universal Credit and payment portals.
- Complete administrative tasks related to income collection and tenancy services.
- Compile reports and help monitor outcomes from income‑related contact activity.
- Adhere to all organisational and statutory policies, including safeguarding, equality, data protection and health & safety.
- Attend training sessions as required and provide cover for colleagues when necessary.
- Undertake any additional duties relevant to the role as directed by management.
Essential Skills & Experience
- Experience in customer service, call handling or income collection.
- Strong communication skills, both telephone and written.
- Ability to manage challenging conversations, including those related to arrears.
- Strong customer focus with empathy and professionalism.
- Confident in maintaining accurate records and using systems such as Word, Excel and Outlook.
- Able to work independently and as part of a team.
- Strong organisational and time‑management skills.
- Ability to work under pressure and prioritise effectively.
- Experience using automated contact systems - Desirable
- Experience within housing, social housing or income services - Desirable
- Understanding of Universal Credit and welfare benefits - Desirable
Personal Attributes
- Assertive, empathetic, friendly and approachable.
- Confident communicator dedicated to high quality customer care.
- Supportive team player able to remain calm under pressure.
An enhanced Disclosure and Barring Service (DBS) check will be required for the successful candidate.
If you feel you have all the skills required for this position, then please do not hesitate to contact One to One Personnel on 01702 464 444 or email Aimee or Julie on [email protected] or [email protected]
We look forward to hearing from you!
