Income Collection Assistant

Job Description

Job Title: Income Collection AssistantContract Type: PermanentSalary: £24,812.12 (£27,254.89 is achieved after 12/18 months successful performance in the role)Working Hours: Full Time – 35 HoursWorking Pattern: Monday to Friday Location: Sandwell PFI, West Bromwich / Hybrid

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.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

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 arrears/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
•    Successful development, implementation and monitoring of business strategies and plans. 
•    Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business. 
•    Strong analytical skills and experience of providing meaningful management information. 
•    Proficient in the use of a range of IT packages including MS Office. 
•    Ability to remain calm in a pressurised environment.

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 be considered. 

Role Profile •    Monitor rent, service charge, and leasehold accounts regularly to identify missed or irregular payments.
•    Promote and assist tenants in setting up secure payment methods, including Direct Debits and online payments, ensuring affordability is considered.
•    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 arrear’s actions, agreements, and communications.
•    Prepare and progress cases for legal action, including serving/delivering 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
•    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.
•    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.
•    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.
•    Assist in the creation, production, and distribution of accurate quarterly rent statements for 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.
•    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.
•    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.
•    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.
•    Work from the West Bromwich office 8:45am – 5pm, to support the cash office, tenant face-to-face appointments, and team collaboration. Remote working may be accommodated inline with operational needs.
Additional Information
•    The Group has offices across the UK and on this basis, there may be the requirement to travel to other locations to effectively perform this role, albeit that regular support will be required to teams in Camden and Dartford 
•    The role will be exposed to sensitive information; therefore, the role holder is expected to maintain levels of confidentiality at all times.
•    In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation. 
•    The role holder is expected to be committed to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.  

Person specificationKnowledge, Skills and ExperienceEssential
•    Successful development, implementation and monitoring of business strategies and plans. 
•    Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business. 
•    Strong analytical skills and experience of providing meaningful management information. 
•    Proficient in the use of a range of IT packages including MS Office. 
•    Ability to remain calm in a pressurised environment.
•    Ability to show initiative and propose solutions to issues identified. 
•    Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
•    Excellent team player who can work flexibly to meet business requirements.
•    Good communication and negotiation skills Friendly and approachable manner
•    Empathetic and respectful when dealing with diverse customers
•    Basic understanding of rent arrears and welfare benefits (especially Universal Credit)
•    Proven track record of successfully leveraging external funding.
•    Strong administrative and IT skills
•    Ability to deal with sensitive situations calmly
•    Reliable and punctual, with a flexible approach to covering reception duties
•    Ability to manage workload and prioritise tasks to work independently and as part of a team
•    Honest and trustworthy, especially when handling money
•    Professional attitude with a strong work ethic
•    Willingness to learn and adapt

Desirable
•    5 GCSEs including Mathematics and English or equivalent qualifications with a broad secondary education.
•    Understanding of Universal Credit, Housing Benefit systems, and welfare reform impacts on tenants. Successful development, implementation and monitoring of business strategies and plans. 
•    Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business. 
•    Strong analytical skills and experience of providing meaningful management information. 
•    Proficient in the use of a range of IT packages including MS Office. 
•    Ability to remain calm in a pressurised environment.
•    Ability to show initiative and propose solutions to issues identified. 
•    Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
•    Excellent team player who can work flexibly to meet business requirements.
•    Good communication and negotiation skills Friendly and approachable manner
•    Empathetic and respectful when dealing with diverse customers
•    Basic understanding of rent arrears and welfare benefits (especially Universal Credit)
•    Proven track record of successfully leveraging external funding.
•    Strong administrative and IT skills
•    Ability to deal with sensitive situations calmly
•    Reliable and punctual, with a flexible approach to covering reception duties
•    Ability to manage workload and prioritise tasks to work independently and as part of a team
•    Honest and trustworthy, especially when handling money
•    Professional attitude with a strong work ethic
•    Willingness to learn and adapt