Rent Income Officer – Administrative Support (Temporary)

About the role

We are seeking a proactive Rent Income Officer (Administrative Support) to join a busy Rent Income Team within the General Needs Service of a local authority. The role provides essential administrative backing to maximise rent collection for council tenants and works closely with Rent Income Officers, Area Tenancy Managers, Welfare Advisors and the Income & Financial Inclusion Team.

Key responsibilities

• Provide robust administrative support to the Rent Income Team for 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 timely recovery action and recommending write‑offs where appropriate.
• Process direct debits, telephone payments and issue 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 processes or similar income/recovery environments.
• 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.
• Basic DBS required.

Required skills

• CRM systems
• Universal Credit portal