Income Assistant

Description:

Income Assistant

Brent

£24.56ph

Full time

To deliver an efficient and robust administrative function to the Rent Income Team within the General Needs Service and provide residential and non-residential rent collection services to all council tenants.
To deliver services for residents including face-to-face, telephone, email and virtual communication while ensuring pace, confidentiality and empathy are provided.
To collaborate with the Rent Income Officers, Area Tenancy Managers, Welfare Advisors and Income and Financial Inclusion Management Team to provide the best service possible for our residents.
To ensure that council policies, performance standards and customer satisfaction requirements are met
Job specific roles and responsibilities

Collaborate with the Rent Income Team to provide a robust duty rota and answer queries at reception regarding tenant rent accounts and arrears; re-directing calls and enquiries where necessary to officers.
Deal with tenant enquiries by providing rent account balances and making repayment arrangements on non-complex arrears cases, managing difficult and sensitive conversations or complaints in a balanced, tactful and diplomatic manner.
To monitor and reduce former tenant rent accounts and sundry debt accounts, taking prompt action to prevent the accumulation of debt and recommending non-recoverable debts for write off.
Be fully conversant with the relevant legislative and statutory requirements and the Council’s key policies and procedures pertaining to a range of services, but in Version: 1 Date of Job Evaluation: 20/03/2026 particular rent collection; Be able to explain these to tenants in plain English and without technical jargon.
Setting up direct debits, taking rent payments over the telephone, ordering rent cards and rent statements for council tenants.
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Recruitment is done in line with safe recruitment practices.

We are an equal opportunity agency