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Key Responsibilities and Required Skills for Income Assistant

💰 $38,000 - $55,000

FinanceAdministrationHousingSocial Services

🎯 Role Definition

An Income Assistant is the operational backbone of an organization's revenue stream, most commonly within the housing sector. This role is far more than simple collections; it's a dynamic blend of financial administration, customer service, and social support. You'll be on the front line, building relationships with tenants to ensure rent and service charges are paid on time, while also providing crucial guidance on benefits and financial assistance. This position requires a unique combination of empathy and assertiveness, as you'll be helping individuals navigate financial difficulties while protecting the organization's income, which is vital for maintaining properties and funding community services. Ultimately, the Income Assistant acts as a key liaison, fostering financial stability for both the residents and the organization.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Advisor
  • Administrative Assistant
  • Finance Clerk or Accounts Assistant

Advancement To:

  • Income Officer / Rent Arrears Officer
  • Housing Officer
  • Welfare & Benefits Advisor or Financial Inclusion Officer

Lateral Moves:

  • Housing Assistant
  • Credit Controller
  • Tenancy Support Officer

Core Responsibilities

Primary Functions

  • Proactively manage a designated portfolio of tenant accounts, monitoring for rent and service charge arrears and taking prompt, appropriate action in line with policy.
  • Initiate early contact with residents in arrears through various channels, including phone calls, emails, letters, and text messages, to understand their situation and prevent debt from escalating.
  • Negotiate, establish, and monitor realistic and sustainable repayment agreements with tenants, ensuring arrangements are formally documented and regularly reviewed.
  • Provide foundational welfare benefits advice to tenants, guiding them on potential entitlements like Universal Credit and Housing Benefit to help maximize their income.
  • Assist tenants with completing benefit applications and liaise directly with external agencies such as the Department for Work and Pensions (DWP) and local authorities to resolve payment issues.
  • Prepare and serve legal notices, including Notices of Seeking Possession (NOSP), and compile necessary documentation for court proceedings under the supervision of an Income Officer.
  • Maintain meticulous and up-to-date records of all communications, actions, and agreements on the housing management system, ensuring a clear and accurate audit trail.
  • Process tenant payments, set up and manage Direct Debit mandates, and handle inquiries related to account balances, payment methods, and transaction histories.
  • Identify vulnerable tenants and make appropriate referrals to internal tenancy support teams or external specialist agencies for debt advice and other assistance.
  • Work collaboratively as part of the income team to achieve individual and collective key performance indicators (KPIs) related to arrears reduction and income collection.
  • Conduct affordability assessments for new and transferring tenants to ensure they can sustain their tenancy from the outset.
  • Manage the recovery of former tenant arrears, which may involve tracing individuals and negotiating payment plans or liaising with debt collection agencies.
  • Send standardized correspondence related to rent statements, arrears notifications, and annual rent and service charge changes.
  • Provide comprehensive administrative support to the Income and Housing teams, including preparing reports and gathering data for case reviews.
  • Investigate and resolve disputed charges or payment discrepancies by collaborating with other departments like housing management and repairs.
  • Uphold a customer-centric approach in all interactions, balancing the need for income recovery with a supportive and empathetic manner.
  • Ensure all income recovery activities are conducted in strict compliance with relevant legislation, regulatory standards, and internal policies and procedures.
  • Assist in preparing cases for court, including gathering evidence, drafting witness statements, and calculating accurate rent schedules for legal action.
  • Handle sensitive and confidential information with the utmost discretion and professionalism, adhering to GDPR and data protection principles.
  • Participate in regular performance reviews and training sessions to stay updated on best practices, welfare reform, and changes in housing law.

Secondary Functions

  • Support the wider housing and finance teams with ad-hoc administrative tasks as required.
  • Contribute to team meetings by providing updates on account statuses, identifying trends, and sharing insights from tenant interactions.
  • Assist in the production of performance reports and statistical information for management review and service improvement.
  • Participate in community outreach and resident engagement initiatives focused on financial literacy and well-being.

Required Skills & Competencies

Hard Skills (Technical)

  • Housing Management Software: Proficiency in using specialized housing management systems (e.g., Northgate, Orchard, Civica, MRI) for record-keeping and account management.
  • Numeracy & Financial Acumen: Strong numerical skills with the ability to accurately calculate arrears, process payments, and understand financial statements.
  • Welfare & Benefits Knowledge: A solid understanding of the UK welfare benefits system, particularly Universal Credit and Housing Benefit, and its impact on rent payments.
  • MS Office Suite: High level of competence in Microsoft Office, especially Excel for spreadsheets and reporting, Word for correspondence, and Outlook for communication.
  • Debt Recovery Procedures: Knowledge of pre-court protocols and the legal processes associated with rent arrears and debt recovery.

Soft Skills

  • Communication & Interpersonal Skills: The ability to communicate clearly, professionally, and empathetically with a diverse range of people, both verbally and in writing.
  • Negotiation & Persuasion: Skilful in negotiating repayment plans and influencing positive outcomes in a firm but fair manner.
  • Empathy & Resilience: Capable of handling difficult conversations and emotionally charged situations with compassion while maintaining professional boundaries.
  • Organizational & Time Management: Excellent ability to prioritize a busy workload, manage competing deadlines, and work methodically.
  • Problem-Solving: A proactive approach to identifying issues, analyzing underlying causes, and finding effective solutions for both tenants and the organization.
  • Attention to Detail: A commitment to accuracy in data entry, financial calculations, and record-keeping to ensure integrity and compliance.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent, with strong passes in English and Maths (e.g., GCSE Grade C/4 or above).

Preferred Education:

  • Associate's Degree or a relevant professional qualification such as a Chartered Institute of Housing (CIH) Level 2 or 3 certificate.

Relevant Fields of Study:

  • Finance
  • Business Administration
  • Social Policy
  • Housing Studies

Experience Requirements

Typical Experience Range: 1-3 years in a relevant customer-facing or administrative role.

Preferred: Direct experience in an income collection, credit control, or accounts receivable role, ideally within a housing association, local authority, or property management environment. Experience advising on welfare benefits is highly advantageous.

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