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We are seeking a motivated and resilient Rent Service Officer to join our busy and high\-performing Income Team. This role focuses on maximising rent collection and reducing arrears by effectively managing a designated patch of residential and non\-residential accounts.
You will ensure strict adherence to the pre\-court action protocol while meeting collection targets in a challenging economic, social, and political environment. The role requires balancing firm arrears recovery with a supportive, customer\-focused approach, particularly when working with vulnerable residents.
Manage a designated patch of residential and non\-residential rent accounts.
Maximise income collection and reduce rent arrears in line with service targets.
Ensure strict compliance with pre\-court action protocols at all times.
Prepare and process legal documentation for court proceedings where necessary.
Conduct office\-based case management and face\-to\-face visits.
Negotiate repayment agreements and monitor adherence.
Provide advice to residents and make appropriate referrals to support agencies.
Deal effectively with challenging customers both by telephone and in person.
Identify and promote good practice in arrears recovery within the team.
Work collaboratively within the Income Team to meet KPIs and service deadlines.
Provide cover for colleagues when required.
Knowledge and understanding of:
Legal aspects of housing management.
Rent arrears recovery processes.
Pre\-court action protocols.
Northgate housing management system.
Proven experience successfully managing rent arrears cases.
Ability to deal effectively with difficult customers while remaining calm and professional.
Experience working sensitively and effectively with diverse communities in a customer\-focused environment.
Ability to work under pressure and meet strict deadlines and performance targets.
Computer literate and numerically proficient.
Experience using Northgate and Rentsense systems.
Excellent written skills, particularly in preparing court documentation.
Strong verbal communication and negotiation skills.
Flexible team player with the willingness to provide cover when required.
