Job Title: Customer Services Advisor (Rent Income) West London £25.49 per hour (Umbrella) 3-month ongoing contract Hybrid working – 3 days in office / 2 days from home Overview We are recruiting for an experienced Customer Services Advisor (Rent Income) to join a busy Local Authority team in West London. This is a fast-paced, customer-focused role where you will act as the first point of contact for residents, providing advice and support on rent accounts and arrears. Please note: Previous rent income experience within a Local Authority is essential for this role. Key Responsibilities Act as the first point of contact for residents, handling enquiries via phone, email, web, and social media Provide advice on rent accounts, arrears, and annual rent increases Resolve common service requests at first contact wherever possible Signpost residents to financial support services (e.g. Welfare Benefits, Housing Support Fund, Discretionary Housing Payments) Accurately record and update information on the council’s housing management system Escalate complex cases to Rent Income Support Officers with detailed notes Support residents on Universal Credit, including journal updates and landlord portal updates Identify financial hardship and refer residents for income maximisation support Take payments and set up repayment arrangements where appropriate Promote Direct Debit as the preferred rent payment method Issue rent statements, investigate missing payments, and provide payment advice Support with standing orders, rent refunds, and Housing Benefit queries Assist with low-level arrears recovery and administrative duties About the Role Work within a performance-driven environment with clear KPIs and targets Deliver excellent customer service and aim for first contact resolution Act as an ambassador for high service standards and council values Manage your workload effectively and respond to customer needs efficiently Work flexibly to support service delivery (Monday–Friday, 9am–5pm) PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email.