Rent Income Recovery Officer - FTA (Gr 5) in Sutton

3 months contract with a Local Authority.

The Former Tenant Arrears (FTA) Recovery Officer is responsible for the effective administration, recovery, and collection of former tenant rent arrears for Kingston Council. The role focuses on maximising income collection through proactive debt recovery, early intervention, customer engagement, and partnership working with internal teams and external agencies.

The post holder will support former tenants experiencing financial difficulties by providing advice, negotiating repayment arrangements, and facilitating access to welfare, financial inclusion, and support services. The role contributes to the Shared Finance Service's objective of delivering efficient, customer-focused, and value-added financial services while ensuring compliance with housing legislation, council policies, and recovery procedures.

Key Responsibilities

• Debt Recovery & Income Collection: Manage a portfolio of former tenant rent arrears accounts, ensuring timely and effective recovery of outstanding debts. Contact former tenants through telephone, written correspondence, email, and face-to-face meetings to secure payments and repayment agreements. Negotiate realistic repayment plans and monitor compliance with agreed arrangements. Take appropriate recovery action where repayment agreements fail or arrears remain unresolved. Prepare and submit write-off reports and supporting documentation for management approval. Achieve agreed collection targets and performance objectives.
• Customer Support & Financial Inclusion: Identify customers experiencing financial hardship and provide appropriate advice and guidance. Refer customers to Financial Inclusion Officers, Citizens Advice Bureau, welfare support services, and other specialist agencies where appropriate. Support vulnerable customers through empathetic communication and tailored debt recovery approaches. Promote sustainable debt management solutions that help customers meet their financial obligations.
• Case Management & Administration: Maintain accurate records of all actions taken, customer interactions, and recovery outcomes. Create, update, and manage databases, spreadsheets, and case management systems. Produce reports, statistics, and management information as requested. Ensure all documentation complies with council procedures and data protection requirements.
• Partnership Working: Build positive working relationships with Legal Services, Housing Teams, Adult Social Care, Financial Inclusion Teams, and external partner agencies. Support joint initiatives aimed at improving debt recovery performance and customer outcomes. Participate in meetings, workshops, and service improvement activities.
• Service Improvement & Compliance: Maintain up-to-date knowledge of housing legislation, debt recovery practices, welfare benefits, and welfare reform initiatives including Universal Credit. Identify opportunities to improve recovery processes and maximise income collection. Ensure compliance with council policies, financial regulations, safeguarding responsibilities, and statutory requirements. Contribute to continuous improvement initiatives across the Shared Finance Service.
• Team Contribution: Work collaboratively as part of the Housing Income & Financial Inclusion Team. Support colleagues and share knowledge to improve team performance. Assist in reviewing and allocating tasks to junior staff where required. Participate in training and professional development activities.

Essential Experience

• Experience of debt recovery, rent collection, income recovery, or credit control.
• Experience working in a customer-focused environment delivering positive outcomes.
• Experience handling difficult, sensitive, or complex customer situations.
• Experience working to deadlines, performance targets, and service standards.
• Experience maintaining accurate records and case management information.
• Experience working as part of a team and collaborating with internal and external stakeholders.

Desirable Experience

• Housing rent arrears recovery experience within local government or social housing.
• Experience supporting customers facing financial hardship.
• Experience working with welfare benefits and welfare reform programmes.
• Experience working with multiple agencies to provide customer support services.
• Experience preparing reports and performance data.

Qualifications

• Essential: Minimum of 5 GCSEs (or equivalent) including: English Language, Mathematics.
• Desirable: Qualification in Debt Recovery, Housing Management, Business Administration, Finance, or related discipline. Training or certification relating to welfare benefits, debt advice, customer service, or financial inclusion.

Skills & Competencies

• Strong communication skills, both written and verbal.
• Ability to negotiate effectively and achieve positive outcomes.
• Excellent customer service and interpersonal skills.
• Ability to manage a varied workload and prioritise tasks effectively.
• Strong problem-solving and decision-making skills.
• Ability to work sensitively with vulnerable or distressed customers.
• Good analytical and report-writing skills.
• Proficient ICT skills, including Microsoft Office and case management systems.
• Ability to build productive relationships with partners and stakeholders.
• Commitment to continuous learning and professional development.

Personal Attributes

• Customer-focused and results-driven.
• Empathetic and resilient when dealing with challenging situations.
• Professional, ethical, and accountable.
• Collaborative team player.
• Adaptable and open to change.
• Proactive approach to service improvement.
• Committed to equality, diversity, inclusion, and safeguarding principles.

Additional Information

• Location: Sutton (Hybrid Working)
• Working Pattern: Hybrid working arrangement with a combination of office-based and remote working.
• Hours: 36 hours per week.
• Pay Rate: £22.84 per hour (Umbrella).
• Contract Type: Temporary/Agency Contract (subject to assignment details).
• Reporting To: Rent Arrears Recovery Lead Officer (Temporary Accommodation).
• Travel Requirements: May be required to attend meetings and engage with customers, partners, and stakeholders across Council locations as required.
• Training & Development: Ongoing training and professional development opportunities, including updates on housing legislation, debt recovery practices, welfare benefits, and Universal Credit.
• Compliance Requirements: Successful candidates must adhere to Council policies relating to safeguarding, equality and diversity, health and safety, data protection, and confidentiality.
• Working Environment: Fast-paced, customer-focused environment requiring strong communication, negotiation, and problem-solving skills when dealing with tenants, former tenants, and vulnerable customers.
• Performance Expectations: Achievement of income recovery targets, maintenance of accurate records, and delivery of high-quality customer service standards.