Rent Arrears and Recovery Officer

Rent Arrears and Recovery Officer

This is a frontline role that is critical to both tenant wellbeing and the financial stability of local housing services. As a Rent Arrears and Recovery Officer, you'll work proactively with tenants to manage rent arrears, prevent homelessness, and provide vital support and guidance to those facing financial challenges.

You'll be joining a collaborative and forward-thinking Shared Finance Service team, playing an essential role in sustaining tenancies, maximising income, and promoting financial inclusion.

Key Responsibilities

• Managing a personal caseload of rent arrears accounts for both landlord and non-landlord debts
• Making early, direct contact with tenants to prevent arrears escalation
• Providing advice, negotiating payment arrangements, and where necessary, initiating enforcement action
• Referring tenants to internal and external support agencies for long-term solutions
• Preparing legal documentation and attending court hearings as required
• Working closely with internal housing and social care teams to protect vulnerable tenants
• Actively contributing to service improvement and performance targets

About You

The ideal candidate will bring:

• Experience in housing rent recovery or a similar customer-facing financial environment
• A strong understanding of housing legislation and the impact of welfare reform
• Empathy, resilience, and excellent communication skills - both verbal and written
• The ability to work independently, manage your time effectively, and remain calm under pressure
• Confidence in using housing systems and corporate IT tools
• A full driving licence and willingness to make home visits (some properties are stair-access only)
• Flexibility to occasionally work outside of normal hours

Minimum Requirements

• Five GCSEs including Maths and English (or equivalent)
• Previous experience in rent arrears management or income recovery
• Comfortable handling sensitive tenant issues and representing the council in formal settings (e.g., court)

Desirable

• Degree-level education
• Experience working with multiple agencies to deliver services to residents