Rent Arrears Recovery Lead

About the role

We are looking for a Rent Arrears Recovery Lead to head a team of Rent Arrears and Recovery & Enforcement Officers. The role is based in Kingston Upon Thames and is part of the Shared Finance Service team that collects and recovers housing rent for Kingston Council, aiming to maximise income and minimise arrears while providing a customer‑focused service.

Key responsibilities

• Lead, coach and manage a team of officers to deliver rent recovery and enforcement services to agreed standards.
• Provide advice and guidance to internal and external customers, ensuring their needs are met.
• Identify and implement continuous service improvements and share best practice.
• Maintain up‑to‑date knowledge of housing policy, legislation and benefit entitlement changes.
• Communicate regularly with internal stakeholders to support collaborative working.
• Offer counselling and advocacy to tenants on Housing Benefit, Tax Credits, Child Benefit and other income sources.
• Provide cover for the Rent Arrears Recovery Lead Officer as required.

Required profile

• Proven experience in housing rent recovery, enforcement and working with multiple agencies.
• Strong customer‑focused mindset with a record of achieving successful outcomes.
• Ability to work to tight deadlines and within a team environment.
• Minimum of 5 GCSEs (including English and Maths) or equivalent; degree level education is desirable.
• Experience of leading staff and promoting corporate values.

Required skills