Customer Service Adviser (RENT INCOME)

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

• 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.