Location
London Borough of Hounslow

Hours
Full Time (hours not specified)

Salary
£42,060 per annum

About the Role
You will be a frontline professional delivering a first class, modern and flexible rent account management and income recovery service for Housing and Tenancy Management. Highly organised and able to manage high volumes of information daily with excellent attention to detail, you will be compassionate yet outcome focused and motivated to ensure income collection targets are achieved. Building trusting relationships with tenants, you will identify those who need additional support to help them pay their rent, service charges and any arrears.

You will monitor rent accounts and income recovery, taking early intervention action to prevent arrears from escalating. With a good understanding of welfare benefits, you will help tenants maximise their income. Working collaboratively with colleagues, you will ensure accounts are set up correctly and arrears are addressed. Your ultimate goal is for tenants to manage their money and pay rent on time, working with others to achieve this. You will proactively review and evaluate your own performance and act on your initiative to improve and develop.

About the Team You’ll Be Working In
1. Collaborate with colleagues and partner agencies to maximise income recovery while supporting tenants to live independently and safely.
2. Identify potential loss of income and adopt early intervention to prevent arrears escalation, tenancy breakdown, and increased need.
3. Engage proactively with tenants to build trusting, professional, and caring relationships.
4. Work in a person-centred way, identifying unmet needs and collaborating with other agencies to meet them.
5. Make timely referrals to internal departments and external agencies and follow up to ensure action.
6. Coordinate work across the service to ensure joined-up borough-wide solutions.
7. Work effectively in a changeable environment to achieve targets and improve service delivery, integrating digital solutions.
8. Keep up to date with legislation, policies and procedures, maintaining awareness of risks to the council and taking action to mitigate them.
9. Adopt safe working practices, mitigate risks from challenging behaviour, and maintain accurate records.
10. Participate in out of hours rotas and emergency cover as required and undertake other duties as needed.

Experience
- Understanding of rent collection and arrears recovery processes
- Knowledge of tenancy agreements and housing management practices
- Understanding of welfare benefits including Universal Credit and Housing Benefit
- Knowledge of relevant housing legislation and best practice
- Awareness of safeguarding and supporting vulnerable residents
- Experience working within a local authority or housing association (desirable)
- Experience serving legal notices and supporting possession proceedings (desirable)
- Experience using housing management systems such as NEC (desirable)
- Experience working with vulnerable tenants and signposting to support services (desirable)

About You
- Strong communication skills, both written and verbal
- Excellent negotiation and influencing skills
- Ability to build positive relationships with tenants while maintaining professional boundaries
- Strong problem-solving and decision-making skills
- Good organisational and time-management skills
- Ability to manage a caseload and prioritise competing demands
- Accurate record-keeping and attention to detail
- Competent IT skills, including Microsoft Office and housing management systems

Qualifications
- Basic DBS check is required for this role