Rent Recovery Support Officer - Ilford

Role: Rent Recovery Support Officer

Location: Ilford, IG11NY

Overall Role Purpose:

The Rent Recovery Support Officer is responsible for maximizing rent recovery from customers in Temporary Accommodation and Council Housing in accordance with established procedures. The role involves systematically contacting tenants to pursue rent arrears, responding to inquiries in a timely manner, and carrying out transactional and administrative tasks. The officer is also responsible for transferring cases to the 2nd Stage Rent Recovery team, Court Officers, and the Complex Case Team in adherence to rent arrears policy. Accurate record-keeping of all recovery actions, monitoring impacts, and assisting customers in managing arrears during transitions between temporary accommodation solutions are integral aspects of this role. Collaboration with relevant agencies to optimize income for both residents and the organization is essential.

Knowledge:

- Knowledge and awareness of Local Government operating processes and decision-making processes.

- Familiarity with the Housing Act 1996 Parts VI and VII (as amended by the Homelessness Act 2002) and related secondary legislation.

- Understanding of the rights and obligations of landlords and occupants in the public and private sectors.

- Knowledge of Housing Benefit and regulations.

- Awareness of the Welfare Reform Act.

- Knowledge of recent housing issues and government initiatives.

Experience:

- Prior experience in the public or social housing sector.

- Work history involving income and rent account management to enhance income recovery.

- Proficient use of financial information systems, spreadsheets, and databases.

Skills:

- Effective communication with customers to ensure clear understanding of rent recovery priorities.

- Strong numeracy, literacy, and IT skills.

- Communication proficiency with Council officers at all levels and external agencies.

- Ability to work under tight timescales, handle pressures, and meet deadlines.

- Accurate maintenance of record systems.

- Clear advice provision to customers on income maximization issues.

- Strong interpersonal and communication skills to build rapport and trust with officers, council members, stakeholders, and the community.

- Networking, partnership, and negotiating skills influential with others.

- Capacity to prepare, collate, analyze, and interpret specialist information and present it appropriately.

- Document and report preparation abilities.

- Effective time management, workload prioritization, and deadline adherence.

- Planning and working well under pressure.

- Negotiation skills within a context of high political sensitivity and conflicting interests.

- Ability to recognize the diverse needs of customers and take appropriate actions.

- Effective collaboration with customers whose behavior may occasionally be challenging.