Income Collection Assistant
| Dyddiad hysbysebu: | 13 Awst 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 12 Medi 2025 |
| Lleoliad: | West Bromwich, West Bromwich |
| Cwmni: | Riverside |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 4816 |
Crynodeb
Job Title: Income Collection Assistant
Contract Type: Permanent
Salary: £24,812.12 (£27,254.89 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week
Working Pattern: Monday to Friday-Hybrid
Location: West Bromwich, Birmingham
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as an Income Collection Assistant
You will be responsible for the delivery of the income management service, minimising loss of income by taking swift and appropriate action to recover debts whilst ensuring a fair and consistent approach to customer care. To support the delivery of an efficient and effective income management service, ensuring timely rent collection and arrears recovery in line with Sandwell Council’s policies, procedures, and legal requirements. To minimise loss of income, provide early intervention to prevent arrears escalation, and deliver high standards of customer care and support to tenants.
About you
We are looking for someone with
- Experience working in rent collection, arrears recovery, or a similar income-related role within social housing.
- Good knowledge of housing law, tenancy agreements, and possession procedures for secure, introductory, and leaseholder tenures.
- Strong communication skills, with the ability to negotiate repayment arrangements and handle challenging conversations professionally.
- IT literate with experience in Microsoft Office (Word, Excel, PowerPoint) and housing management systems.
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
- Rent Collection and Account Management:
- Monitor rent, service charge, and leasehold accounts regularly to identify missed or irregular payments.
- Take prompt, proportionate, and appropriate action to recover debts in line with SMBC’s policies.
- Promote and assist tenants in setting up secure payment methods, including Direct Debits and online payments, ensuring affordability is considered.
- Arrears Prevention and Early Intervention:
- Proactively contact tenants at the earliest signs of arrears to prevent escalation.
- Carry out home visits, telephone calls, and written correspondence to agree on realistic repayment arrangements.
- Maintain accurate electronic and paper records of all arrears actions, agreements, and communications.
- Legal and Enforcement Action:
- Prepare and progress cases for legal action, including serving Notices of Seeking Possession, Notice to Terminate, applying for possession orders, and attending court hearings as required.
- Liaise with Sandwell Council legal services, bailiffs, and enforcement agencies to ensure timely execution of court orders and recovery of former tenant arrears
- Tenant Advice and Support:
- Provide advice on welfare benefits and income maximisation to help tenants sustain their tenancies.
- Liaise with the Council’s Welfare Rights team, Revenues & Benefits, DWP, and other agencies to resolve benefit-related payment issues, make Alternative Payment Arrangement (APA) requests, and reduce the risk of arrears caused by delays or errors.
- Signpost tenants experiencing financial hardship to appropriate support services, charities, or budgeting advice.
- Partnership and Teamworking:
- Work closely with the Housing Services Manager, Housing Officers, Community Engagement Officer and other colleagues to resolve rent issues and address wider tenancy sustainability concerns.
- Assist with the annual rent setting and variation process, ensuring tenants are informed and accounts are updated accurately.
- Provide cover for reception and cash office functions when required, ensuring cash handling procedures are followed.
- Former Tenant Debt Recovery:
- Process former tenant arrears, recharge debts, and court costs in accordance with SMBC’s procedures, pursuing enforcement where appropriate.
- Business Continuity and Compliance:
- Support the delivery of Riverside’s Business Continuity Plan in times of crisis, ensuring rent collection processes remain operational.
- Ensure all actions comply with legal requirements, Riverside policies, and best practice in income management, particularly in relation to data protection and safeguarding obligations.
- Quarterly Rent Statements:
- Assist in the creation, production, and distribution of accurate quarterly rent statements for all tenants, ensuring information is correct, clear, and compliant with Riverside’s policies.
- Liaise with finance teams to resolve discrepancies promptly and ensure statements are delivered within set timescales.
- Kontrolla and Compleat System – Supplier Management:
- Utilise Kontrolla and Compleat to set up and manage suppliers linked to the PFI contract, ensuring accurate data entry, timely approvals, and adherence to internal procurement processes.Maintain updated records of suppliers and support the resolution of payment or invoicing issues.
- CRM Case Management:
- Log, monitor, and update cases on the CRM system in line with Riverside’s procedures, ensuring all actions are recorded accurately.
- Follow up with relevant teams to ensure queries, complaints, and service requests are resolved promptly.
- Working with the Welfare Officer:
- Support the Welfare Officer by sharing arrears information, identifying vulnerable tenants, and coordinating joint visits where necessary to provide early intervention and support for tenants struggling with rent payments.
- Office Presence:
- Work from the West Bromwich office a minimum of 2 days per week, 9am – 5pm, to support the cash office, tenant face-to-face appointments, and team collaboration. Remote working may be accommodated for remaining days in line with operational needs.
Person specification
Knowledge, Skills and Experience
Essential
- Experience working in rent collection, arrears recovery, or a similar income-related role within social housing.
- Good knowledge of housing law, tenancy agreements, and possession procedures for secure, introductory, and leaseholder tenures.
- Strong communication skills, with the ability to negotiate repayment arrangements and handle challenging conversations professionally.
- IT literate with experience in Microsoft Office (Word, Excel, PowerPoint) and housing management systems.
Desirable
- 3 GCSEs or equivalent qualifications with a broad secondary education.
- Understanding of Universal Credit, Housing Benefit systems, and welfare reform impacts on tenants.