Housing Income Assistant (9 month fixed term)

Norwich Regeneration Company; Norwich; On-site; GBP 24,000 - 30,000; Full time

Job summary

A local government authority is seeking an Income Assistant to enhance their Housing Income & Rents team in Norwich. The role involves supporting income collection, managing rent accounts, and collaborating on projects to improve service delivery. We are looking for a detail-oriented individual with strong numeracy and communication skills, ideally with past experience in housing-related customer contact. This position offers an inclusive work environment with opportunities for professional growth.

Responsibilities

• Support the delivery of income collection and rent accounting.
• Recover former tenant’s rent arrears and garage arrears.
• Manage rent accounts effectively in accordance with policies.
• Communicate policies related to housing income to customers.

Skills

Effective time management

Strong communication skills

Confidence with numeracy

Team working

Attention to detail

Education

Numeracy and literacy qualifications GCSE C+ grade or equivalent

Tools

Microsoft Office

Computerised Housing Rents applications

Job description

Norwich City Council is seeking an Income Assistant to join the Housing Income & Rents team. This role involves supporting the recovery of housing debts, managing rent accounts, and contributing to projects aimed at improving service delivery and customer experience.

The successful candidate will join a supportive and inclusive team that plays a key role in the operation of Norwich’s social housing services. We’re looking for a detail-oriented, proactive individual with a strong work ethic. If you have the right skills and mindset, we welcome your application.

Desirable skills

• Effective time management
• Strong communication skills
• Confidence with numeracy
• Great team working
• Attention to detail

Key responsibilities

• To support the delivery of income collection and rent accounting.
• Recovery of former tenant’s rent arrears, garage arrears and rechargeable repairs debt.
• Operate electronic accounting systems in relation to housing rent accounts.
• Calculate accurate Direct Debit instalments for payment of housing and garage rent.
• Process rent account adjustments with keen attention to detail in line with our policies and procedures.
• To communicate effectively both verbally and in writing to internal and external customers.

For a more detailed description of this role, please refer to the job & person specifications.

To be responsible for the administrative support functions for the delivery of the Housing income service, including income recovery and rent accounting.

Post holders will be expected to be flexible in their duties and carry out any other duties commensurate with the grade and falling within the general scope of the job, as requested by management.

Duties and responsibilities must be carried out in accordance with relevant Norwich city council policies and procedures, within legislation and any code of professional ethics of relevant professional body.

All staff are expected to maintain a high standard of customer care in the context of the council’s core values, to uphold the Equality and Diversity Policy and health and safety standards and to participate in personal learning and development necessary to the post.

Summary of responsibilities

1. To support the delivery of income collection and rent accounting.
2. Ensure the recovery of former tenants rent arrears, garage arrears and rechargeable repairs through effective management of former tenancy rent and sub accounts in accordance with policies and procedures.
3. Advise tenants on the most appropriate payment method for debt repayment updating systems accordingly.
4. Contribute to the provision of support for those customers in receipt of Universal Credit; setting up payment plans and signposting to relevant advice.
5. Negotiate with tenants to reach a sustainable agreement to repay housing debt whilst ensuring a maximum affordable amount is agreed.
6. Ensure casework is escalated through appropriate recovery stages in a timely manner.
7. Submit cases for administrative write off in line with policy and procedures.
8. Operate electronic accounting systems in relation to housing rent accounts.
9. Calculate and reconcile large financial figures within strict statutory requirements/timescales.
10. Calculate accurate Direct Debit instalments for payment of housing and garage rent.
11. Process rent account adjustments in line with policies and procedures.
12. Liaise with internal and external agencies as appropriate providing accurate and timely information as appropriate.
13. Operate systems and procedures ensuring effective and timely communications whilst delivering a high standard of service and customer satisfaction.
14. Communicate policies and procedures regarding the delivery of housing income and rents service effectively to both internal and external customers.
15. Assist the Team Leader in making recommendations on rent accounting and housing debt recovery policies and procedures.
16. Operate working protocols to ensure a smooth, effective delivery of a joined up service to our tenants and neighbourhoods.
17. Maintain administrative data collected.
18. The administration of Court work relating to possession of Council properties under instruction of the Income officers.
19. Identify cases that are suitable for referral to Money / Budget advisers and/or specialist tenancy support.
20. Work towards the attainment of targets and KPI’s.
21. Promote, implement and comply with the Council’s;

• Corporate strategies
• policies and practices in relation to employment and services.
• Diversity policy
• Health and Safety policies

Communicate clearly both verbally and in writing.

Demonstrate a strong commitment to team working.

Uses own initiative, organises own work, is adaptable and accepts personal responsibility.

Good interviewing skills both face to face and on the telephone.

Able to work with a wide range of customers, always be in control and avoid confrontational situations.

Approach work in an organised methodical way with excellent attention to financial detail and ability to meet targets within strict timescales.

Complete tasks and respond to customer enquiries.

Work in a pressurised, fast moving environment with by tight deadlines.

Demonstrate an understanding of and commitment to the Councils Diversity Policy.

Follow policies and procedures.

Learn new work practices.

Qualifications

• Numeracy and literacy qualifications GCSE C+ grade or equivalent.

Experience

• Use of a wide range of IT systems, which include databases and excel spreadsheets.
• Customer Contact in a Housing related field.

Knowledge and Experience

• Office and Administration Work.
• IT skills and fully conversant with Microsoft Office and computerised Housing Rents applications.
• Reasonable level of numeracy.
• Effective Time management skills.
• Legislative requirements in relation to landlord’s obligations under its income collection responsibilities.