£25.49 Per Hour
Full Time
Temporary
West London, Greater London
Public Sector And Council
Posted 8 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
PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email.
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
- Work within a performance-driven environment with clear KPIs and targets
- Deliver excellent customer service and aim for first contact resolution
- Act as an ambassador for high service standards and council values
- Manage your workload effectively and respond to customer needs efficiently
- Work flexibly to support service delivery (Monday–Friday, 9am–5pm)
PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email.