Customer Service Adviser (RENT INCOME)

V85103931

£25.49 Per Hour

Full Time

Temporary

West London, Greater London

Public Sector And Council

Posted 5 hours ago

Expires In 29 Days

Job Description

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