Income Management Assistant

Choice Recruitment
Lancashire, UK
03 Jul 2019
11 Jul 2019
Contract Type
Full Time
Purpose of Job:

* To work as part of a specialist team to provide a high quality responsive rent recovery and income management service;

* To deliver a proactive and professional service and work with the Income Management Officers, Financial Inclusion Officer and Money Advisors to support tenants through the welfare reform changes (where required, signposting tenants to other support agencies to maximise income and minimise debt).

Core tasks:

1. On a daily basis; monitor, initiate, and carry out rent arrears recovery in accordance with policy and as directed by the Senior Income Recovery Officer;

1. Make payment arrangements with customers to discharge their debts and monitor that the arrangements are adhered to;

1. Deal with enquiries from tenants regarding their rent accounts and instigate appropriate action, including referrals and signposting to other relevant support agencies;

1. Keep accurate records of recovery actions and activities including updating of QL and any IT systems and paper records concerning the account, payment methods and contact details;

1. Provide rent account information and reference requests to other Council services and outside agencies where authority is held;

1. Prepare overpayment and write off schedules for approval by the Service Manager;

1. Assist the Senior Income Recovery Officer in the processing of direct debit payments, standing orders and taking payments when required;

1. Deal with customer enquiries, taking payments, providing advice on payment methods, balances and referring to Money Advisors when required;

1. Ensure that those affected by welfare reforms and changes to income are provided with advice on services and referred to the Financial Inclusion Officer or Money Advisors;

1. Assist with the monitoring of accounts where tenants are affected by room subsidy charges, LHA or any other welfare reforms and actively contact to discuss payment plans;

1. Assist those who need to relocate discussing alternatives and rehousing options; actively looking to submit and refer for discretionary housing payments where necessary;

1. Assist with the monitoring of accounts where tenants are in receipt of Universal Credit to ensure that payment methods and agreements are in place; checking for first payments and that payment dates are accurately recorded and amended when required;

1. To provide general administrative and clerical support to the team including answering telephones, filing and photocopying, acting as a channel of communication for the office, keeping records up to date and actively participating in the smooth running of the team.


To have a minimum 5 GCSEs (or equivalent), including English and Maths at Grade C or above OR relevant experience in a similar role may suffice


Have experience of working as part of a team

Experience of IT systems

Experience of providing customer focused services and dealing with members of the public


A working background in dealing with the public; providing a customer focused service

The ability to carry out administrative duties

Have a basic understanding of welfare benefits

An understanding of debt recovery and income management

Have the skills to negotiate and make agreements

Knowledge of the Social Housing sector

The ability to type/use a PC

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