Income Assistant - Homeownership Accounts Team

Contract Type: 3+ Month Contract

Rate: £21 per hour (paid via umbrella)
Hours: 36 hours per week, Monday to Friday
Location: Tooley Street, SE1 (between Tower Bridge and London Bridge)
Working Pattern: Initially 9am-5pm in office during training, then flexible/hybrid arrangements available

About the Role

Join our busy Homeownership Accounts Team and play a vital role in delivering excellent customer service to over 15,000 homeowners across London. We manage 14,000+ leaseholder accounts and approximately 1,200 freehold accounts, handling everything from service charge queries to payment plans and debt recovery.

As an Income Assistant, you'll be supporting our Accounts Officers by managing non-technical correspondence and customer queries, allowing them to focus on more complex cases. This is an excellent opportunity to develop your skills in a dynamic local government environment while making a real difference to homeowners' experiences.

Key Responsibilities

• Assist with managing customer queries about service charge accounts via phone, email, and face-to-face
• Process e-forms and send out statements and account breakdowns
• Support the setup and management of payment plans
• Handle non-technical correspondence from homeowners
• Assist with arrears management and debt recovery processes
• Help resolve enquiries about services that homeowners are being charged for
• Maintain accurate customer records and account information
• Provide excellent customer service while maintaining confidentiality
• Support the team in achieving income collection targets

What We're Looking For

Essential:

• Excellent customer service and communication skills
• Strong written and verbal communication abilities
• Proficiency with IT tools and software packages
• Ability to work effectively as part of a team
• Attention to detail and accuracy
• Professional telephone manner
• Ability to handle sensitive financial information confidentially

Desirable:

• Previous experience in income collection, debt recovery, or customer service
• Knowledge of housing management or local government
• Experience with financial software systems

Location & Transport

Tooley Street Office, SE1

• 5-minute walk from London Bridge train/tube stations
• Excellent transport links via bus routes: 343, 47, 381, 43, 141, and 388
• Located between the iconic Tower Bridge and London Bridge

Working Arrangements

• Training Period: 100% office-based at Tooley Street (9am-5pm)
• Post-Training: Flexible and home working arrangements available
• Minimum Office Requirement: 2-3 days per week in office
• Standard working hours: 36 hours per week, Monday to Friday

What We Offer

• Competitive rate of £21 per hour
• Flexible working arrangements after training period
• Opportunity to work in a supportive team environment
• Professional development and training opportunities
• Central London location with excellent transport links
• Chance to make a real impact on homeowner services