Rent Services Officer - £14.30 per hour + holiday pay

Immediate start

3 month booking with view to extend

North West London

We are recruiting for a Rent Services Officer to join a busy Rent Service Team in North West London.

Your aim is to maximise rent and arrears collection by effectively manging a designated ‘patch’ of residential and non-residential accounts, ensuring the strict adherence of the pre court action protocol at all times.


The purpose of the Rent Services Officer role is: 

  • To maximise income and eradicating debt owed to the Council, while protecting vulnerable customers.
  • To provide effective and efficient casework on tenancies within a designated patch or as directed
  • To undertake regular thorough ongoing account monitoring, data analysis, inputting and updating

Duties for the Rent Services Officer will include:

  • Effectively manage a caseload of arrears cases in a designated patch or as directed
  • Take responsibility for managing a range of complex cases, using your own initiative to make decisions and to work independently to solve problems for the customer and meet the goal of the rent service
  • Prepare detailed Court instructions for cases requiring legal action and attend Court Hearings to give evidence on behalf of the Council, and attend any subsequent evictions that are carried out as a result to maximise rent income and recover debt owed to the Council
  • Offer advice and assistance to tenants, referring them to specialists as appropriate, to enable them to maximise their income, reduce their arrears and where appropriate maintain their tenancy
  • Determine and carry a programme of scheduled and unannounced visits to tenants to discuss to discuss their financial circumstances and reasons for non-payment of rent. • Maintain regular contact with tenants by telephone, letter and e-mail, and serve notices to take legal action in appropriate cases
  • Prioritise workload to identify and focus on tenants to reduce the level of debt owed to the Council
  • Ensure that a seamless service and adequate cover is provided across all patches as necessary and particularly when other colleagues in the team are absent
  • Contribute to performance improvements for the rents service through proactively seeking more effective ways of service delivery
  • Make effective use of all available computer and electronic systems to record and gather information to speedily progress the collection of rent and arrears
  • Update, monitor and maintain accurate computer records, produce statistics, compile regular progress reports and statements. • Produce statistics, reports and rent account statements to meet management information needs and statutory requirements
  • Prioritise workload to identify and focus on tenants to improve the level of debt owed to the Council
  • Enforce and ensure that the Council’s policies and procedures, legal requirements and other legislation are properly adhered to and implemented in all cases, to achieve rent service goals

The successful Rent Services Officer must have: 

  • Housing Management experience
  • Local Authority experience 
  • Experience of managing rent arrears cases
  • Knowledge and understanding of the legal aspects of housing management and rent arrears collection methods
  • Knowledge of the law and legislation regarding tenancy issues and collection of rent
  • Ability to deal effectively with difficult customers both on the phone and face to face, remaining calm and professional at all times
  • Ability to work under pressure to meet all deadlines and key performance indicators set for the service
  • Experience of dealing sensitively and effectively with all sections of the community within a customer focused organisation
  • Excellent written and verbal communication skills
  • Excellent IT skills including advanced knowledge of Northgate

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