Role Summary
We are looking for a committed and proactive Tenancy Sustainment Officer (Income) to deliver a high‑quality neighbourhood management service to tenants across Tamworth. This role focuses on income management, rent collection, and tenancy sustainment, ensuring excellent customer service while maximising income for both the Council and tenants.
Responsibilities
* Manage income‑related tenancy cases, including rent arrears, service charges, and former tenant debt
* Promote direct debit as the preferred method of payment and follow best practice in income management
* Prepare and submit court and legal documentation, ensuring compliance with pre‑action protocols, and represent the Council at court hearings
* Support financial inclusion and income maximisation, including advising on Debt Relief Orders
* Work closely with supported housing staff and partner agencies to improve rent collection and reduce arrears
* Identify worklessness and promote employment opportunities and apprenticeships where appropriate
* Advise tenants in challenging and sensitive situations, offering practical solutions to prevent arrears escalation
* Assist with tenancy matters such as abandonments, successions, joint/sole tenancy changes and terminations
* Contribute to rent‑first campaigns and other tenant‑focused initiatives
* Handle complaints and respond to Councillor and MP enquiries within required timescales
* Ensure safeguarding, data protection, health and safety, and equality policies are adhered to at all times
* Use IT systems including Word, Excel, PowerPoint, Orchard and CAS to maintain accurate records and reports
Requirements
* Knowledge of income‑related practices, including rent, service charges, Housing Benefit, Universal Credit and welfare benefits legislation
* Experience or understanding of court processes and tenancy enforcement actions
* Excellent communication skills, with the ability to deal confidently and sensitively with customers in difficult circumstances
* Strong organisational skills, with the ability to prioritise and meet deadlines
* A proactive, problem‑solving approach and the ability to work both independently and as part of a team
* Good IT skills and confidence using a range of systems
* A full driving licence and access to a vehicle
Benefits
* The opportunity to make a real difference to tenants’ lives
* A varied and rewarding role within a supportive team
* The chance to contribute to service improvement and accreditation standards
* Flexible working, a non‑contributory health scheme, Local Government pension scheme, generous holiday entitlement, discounted gym membership, and payment of professional fees (where applicable)
Employment Details
Salary: £31,022 - £33,699 per annum pro‑rata (plus Essential Car User Allowance).
Contract: Home working contract, 18.5 hours per week (job share). Employees may be required to attend site on two days per month for team meetings.
Position: Permanent.
Equal Opportunities
Tamworth Borough Council is proud to be an Equal Opportunities Employer and is committed to creating an inclusive environment for all employees. We operate Guaranteed Interview Schemes for individuals with disabilities and veterans, support safeguarding and promote welfare of children, young people and vulnerable adults, and provide reasonable adjustments where needed. Public facing roles are covered by the Fluency Duty to ensure effective communication in English.
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