Job title: Income Assistant
Contact type: Permanent
Salary: £28,436.01 per annum
Working hours: 35 hours per week, full time
Location: Manchester – agile
Closing date: 2 October 2026

About us

At One Manchester, we’re building places people are proud to call home. We own and manage over 12,000 homes across central, south and east Manchester — but we’re more than just a landlord. We provide services, support and opportunities that help people and communities thrive.

Everything we do is shaped by our HEART values, our customers and our commitment to creating positive change across our city. We believe safe, affordable homes are the foundation for better lives, and we work together to deliver services that make a meaningful impact every day.

We’re continuing to evolve and improve how we work, making this an exciting time to join One Manchester. As we deliver the ambitions set out in our Corporate Plan, we’re looking for people who share our values and want to help create inclusive, connected and sustainable places where people can thrive.

We’re proud of our inclusive, customer-focused culture and the way our colleagues work together to make a difference every day. We’re looking for people who share our values, care about customers and enjoy working collaboratively to improve services and communities.

About the role

You’ll support the Income Team to help maintain the financial foundation of One Manchester. The role involves regular engagement with customers, colleagues, and external partners, with around 50% of time focused on managing and reducing former tenant arrears through proactive case management, customer engagement, and sustainable repayment arrangements.

What you’ll be doing

- Deliver excellent income collection support and customer service.

- Manage and review a caseload of former tenant arrears accounts, negotiating repayment plans and monitoring compliance.

- Administer Housing Benefit and Universal Credit processes, including overpayment requests and rent verification.

- Manage the Income Team inbox and respond to customer, colleague, and agency enquiries.

- Process rent account adjustments, refunds, balance transfers, and credit reviews in line with policy.

- Support income collection campaigns through text messaging and CRM updates.

- Assist with court and eviction administration, including preparation of legal documentation.

- Maintain accurate records and ensure data quality.

- Contribute to achieving One Manchester’s business objectives, performance targets, and service improvements.

- Uphold One Manchester’s values, behaviours, and customer service standards.

- Support continuous improvement and efficient use of resources.

- Complete relevant training and development.

- Adhere to all policies, including Equality, Diversity & Inclusion, Health & Safety, and Safeguarding.

- Promote a culture of inclusion, respect, and customer satisfaction.

What we’re looking for

We’re after someone who has:

- Experience in an administrative role with competing deadlines.

- Experience working in a target-driven environment and meeting KPIs.

- Strong organisational, communication, and record-keeping skills.

- Good IT proficiency.

- Ability to work independently and collaboratively.

- Adaptable, flexible, and committed to improving processes.

Desirable

- Experience in income collection and income team administration.

- Experience managing a caseload.

- Knowledge of former tenant arrears management.

Why join us?

We know that great services start with great people. That’s why we’re committed to creating a workplace where colleagues feel supported, valued and able to grow. Alongside meaningful work and opportunities to develop, you’ll also benefit from:

- 27 days’ annual leave when you join us, rising to 30 days after three years’ service, plus UK bank holidays
- the option to buy or sell annual leave through our holiday scheme
- a genuine approach to agile and flexible working, dependent on the role
- an excellent pension scheme with an 11.4% employer contribution through the Smart SHPS DC salary sacrifice scheme
- supportive people policies that help you balance work and life
- Medicash healthcare cash plan membership, with Level 1 cover paid by us
- a 24/7 Employee Assistance Programme
- Perkbox, our benefits platform giving you access to hundreds of discounts, benefits and wellbeing resources
- a Cycle to Work scheme through Halfords
- access to Manchester Credit Union for affordable financial support, including loans, savings accounts and money guidance
- support to gain professional qualifications, with paid memberships fees for relevant professional bodies

Equality, diversity and inclusion

We’re committed to creating a diverse and inclusive organisation where everyone feels valued, respected and able to be themselves.

We welcome applications for employment from eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.  

As part of our commitment to improving representation, we operate the Rooney Rule and aim to interview at least one ethnically diverse candidate for all roles, and at least one female candidate for roles within our Trades and Facilities teams where women are currently underrepresented.

We’re also committed to supporting flexible and agile working where possible. If you require flexibility or adjusted working arrangements (including part time hours), we encourage you to speak to us as part of the recruitment process and we can let you know if it can be considered for this particular role.