Rent Income Officer (Administrative Support) – Temporary

About the role

We are looking for a proactive Rent Income Officer to provide administrative support to a busy Rent Income Team within the General Needs Service. The role is hybrid, full‑time, and focuses on helping maximise rent collection for council tenants while delivering high‑quality, customer‑focused service.

Key responsibilities

• Provide robust administrative support for rent collection across residential and non‑residential accounts.
• Manage duty rota and respond to front‑facing queries about rent accounts and arrears.
• Handle tenant enquiries via face‑to‑face, phone, email and virtual channels with professionalism and confidentiality.
• Set up repayment arrangements for non‑complex arrears and support tenants through sensitive conversations.
• Monitor former tenant arrears and sundry debt, taking recovery action and recommending write‑offs.
• Process direct debits, telephone payments and rent cards/statements.
• Manage incoming post, emails and CRM tasks, distributing them to relevant officers.
• Verify rent and service charges via the Universal Credit portal and issue standard notifications.
• Maintain parking and storage accounts, including enforcement and recovery activity.
• Assist in preparing court applications using online claims systems.

Required profile

• Strong understanding of rent collection or similar income/recovery processes.
• Ability to explain policies and procedures clearly in plain English.
• Excellent communication skills with a customer‑focused approach.
• Confidence handling sensitive situations with discretion and empathy.
• Strong organisational skills and attention to detail.
• Experience working with CRM systems and administrative workflows.

Required skills

• CRM systems
• Universal Credit portal
• Online claims systems