Customer Service Advisor (Rent Income Support)

Client: Reputable Housing Provider

Recruitment Partner: Pertemps Network Group

Location: Hybrid (3 days in-office)

Hours: Monday – Friday, 9:00 am – 5:00 pm

Pay Rate: £19.98 (PAYE) – £25.49 (Umbrella)

Role Overview

Pertemps Network Group is pleased to support a leading housing provider in recruiting a Customer Service Advisor for their Finance and Rental Income team. This is an impactful role for a customer-focused professional—ideally with a background in housing or income support—who is dedicated to helping residents manage their tenancies and achieve positive financial outcomes.

As the primary point of contact for rent and arrears enquiries, you will balance effective income recovery with empathetic support, ensuring residents have access to the financial guidance they need.

Key Responsibilities

Customer Engagement & Communication

First Point of Contact: Handle enquiries regarding rent balances, arrears, annual increases, and payments.
Omnichannel Support: Manage communications via phone (inbound/outbound), email, web, SMS, and face-to-face.
Resolution Focus: Aim for first-contact resolution while maintaining a supportive and professional tone.

Income Support & Guidance

Financial Hardship: Identify struggling residents and signpost them to Welfare Benefit Teams, Housing Support Funds, and Discretionary Housing Payments.
Payment Management: Set up payment plans, standing orders, and encourage sustainable methods like Direct Debit.
Administrative Accuracy: Investigate missing payments and handle refund enquiries.

Account Administration & Universal Credit

Record Keeping: Maintain precise data within the housing management system and issue rent statements/cards.
UC Portal Management: Update the Universal Credit Landlord Portal with revised rent charges within strict deadlines.
Escalations: Assist with low-level arrears recovery and escalate complex cases to Rental Income Support Officers.

Candidate Profile

We are looking for someone who:

Possesses prior experience in Rent Income Support, Housing Income, or Arrears Recovery.
Has a solid understanding of Universal Credit, Housing Benefits, and welfare support pathways.
Is confident handling financial discussions with empathy and clarity.
Thrives in a performance-driven environment focused on KPIs and customer satisfaction.

SUMMARY

Company Name – Pertemps
Company website –Pertemps
Company Location – London, United Kingdom

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To apply for this job please visit www.pertemps.co.uk.