Pertemps Network Group are delighted to be assisting a reputable housing provider in recruiting a
Customer Service Advisor (Rent Income Support)
to join their Finance and Rental Income team.
This is an excellent opportunity for candidates with strong customer service experience, particularly within housing or income-related roles, who are passionate about supporting residents and delivering positive outcomes. You will act as the
first point of contact
for resident enquiries relating to rent accounts and arrears, supporting income recovery while ensuring residents are directed to the right financial support where required.
Some training will be provided; however,
candidates with prior experience in housing income or rent support roles are highly desirable.
Reports To:
Rental Income Team Manager Location:
Hybrid –
3 days per week in office Hours:
Monday to Friday, 9:00am – 5:00pm Rate:
19:98 PAYE - 25:49 UMBRELLA
Role Purpose
To provide a professional and supportive service as the
first point of contact
for resident enquiries relating to current and former tenant rent accounts and arrears. You will assist with rent arrears collection, provide rent account information, and support residents who may be experiencing financial hardship by directing them to appropriate services to maximise their income and sustain their tenancies. The role supports delivery of team
Key Performance Indicators (KPIs), customer satisfaction targets, and first contact resolution outcomes.
Key Responsibilities
Customer Enquiries & Communicatio
Act as the first point of contact for residents regarding:
Rent balances Rent arrears Annual rent increases Payment enquiries Handle enquiries across multiple communication channels, including:
Telephone (inbound and outbound), Email, Web enquiries, SMS, Face-to-face contact, Written and postal correspondence Provide empathetic and supportive communication to residents. Maximise first-time resolution of customer enquiries. Income Support & Resident Guidance
Identify residents experiencing financial hardship. Signpost residents to appropriate support services, including:
Welfare Benefit Teams, Housing Support Fund, Discretionary Housing Payments
Encourage sustainable payment methods such as Direct Debit. Assist residents with:
Payment plans, Standing orders, Refund enquiries, Missing payment investigations
Rent Account Administration
Maintain accurate customer records within the housing management system. Provide up-to-date rent account balances. Issue rent statements and rent cards when required. Take payments and make low-level payment arrangements. Escalate complex enquiries to Rental Income Support Officers. Carry out lower-level arrears recovery and administrative tasks as directed. Universal Credit & System Updates
Update the Universal Credit Landlord Portal with revised rent charges within required timescales. Advise residents receiving Universal Credit to update their journal when rent changes occur. Ensure all updates comply with required reporting standards. Performance & Service Delivery
Work within a
performance-driven environment
aligned to:
Key Performance Indicators (KPIs) Customer satisfaction targets First Contact Resolution targets
Act as an ambassador for excellent customer service.
Desirable Experienc
Previous experience in Rent Income Support, Housing Income, Arrears Recovery and Social Housing or Local Authority environments
Knowledge of:
Universal Credit processes Housing Benefit systems Welfare support pathways Experience working with housing or income management systems.
Ideal Candidate Profile Have previous experience in
rent income or housing support roles Are confident dealing with
financial and arrears-related enquiries Have strong customer service and communication skills Are motivated by helping residents achieve positive financial outcomes Thrive in
fast-paced, performance-driven environments
Apply Now
If you are an experienced
Income Officer, Rent Arrears Officer or Income Recovery Officer
Suport
looking for your next opportunity, Pertemps Network Group would love to hear from you.