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