Rental Income Support - Customer Services (Temp: London)

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.