Income Assistant

About the role

The Income Assistant will support the Rent Income Team within the General Needs Service, delivering efficient administrative support for residential and non‑residential rent collection for council tenants. The role involves direct interaction with tenants via face‑to‑face, telephone, email and virtual channels, ensuring confidentiality, empathy and timely service.

Key responsibilities

• Manage the duty rota for the Rent Income Team and answer reception queries about tenant rent accounts and arrears.
• Provide tenants with account balances, set up direct debits, process rent payments over the phone and arrange repayment plans for non‑complex arrears.
• Handle sensitive conversations and complaints with tact, and redirect complex enquiries to the appropriate officers.
• Monitor and reduce former‑tenant and sundry debt accounts, recommending write‑offs where appropriate.
• Explain council rent‑collection policies and relevant legislation to tenants in clear, non‑technical language.

Required profile

• Strong communication skills with the ability to convey information clearly and empathetically.
• Attention to detail and ability to maintain confidentiality.
• Experience handling customer enquiries, preferably in a public‑sector or housing environment.
• Good organisational skills and the ability to work collaboratively with officers, managers and advisors.

Required skills

• Proficiency in using telephone systems and basic office software for recording transactions.
• Knowledge of direct‑debit set‑up procedures and rent‑payment processing.

What we offer

• Full‑time contract position based in Brent.
• Competitive hourly rate of £24.56.
• Opportunity to work within a supportive council team focused on tenant welfare.