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Job Role

To be the first point of contact for tenants and their representatives in respect to all residential rent charges, arrears and queries.

Negotiate repayment plans, determining which cases to escalate and take legal action on rather internally or through referrals to legal services.

To be responsible for meeting targets and objectives which maximise rent collection, influencing monthly and annual collection performance and arrears reduction.

To liaise and correspond with tenants, the court service, external solicitors, other tenant representatives, fraud and investigation services, representing the Council's interests and providing a professional and responsive service.

To adopt and promote modern ways of working, embracing new technology which improves the customer experience whilst creating efficiencies.

To ensuring the Council's reputation is protected and enhanced through a high quality, professional income collection service.

Key Responsibilities

To ensure that customers are referred for debt counselling and welfare benefit advice and services that are appropriate to the customer needs and service requirements with a particular emphasis on assisting vulnerable tenants and/or signposting them to Local Support or external support agencies.

To take appropriate and timely action on rent arrears cases, closely monitoring and analysing accounts, working closely with relevant agencies and departments to provide sustainable and affordable debt repayments..

To agree arrears repayment plans after negotiating and evidencing a personal budgeting and affordability assessment with the tenant and their representatives. .

To refer tenants to Local Support for debt / money advice, maximising their income and benefits to pay their rent