Income Assistant (local authority)

Rent Income Officer (Administrative Support) – Temporary Contract Location: Wembley (Hybrid Working) Rate: £18.65 PAYE / £24.56 Umbrella Hours: Full-time, Monday to Friday, 9:00am – 5:00pm Contract: Ongoing Temporary Assignment Start: Immediate Requirement: Basic DBS required About the Role We are seeking a proactive and organised Rent Income Officer (Administrative Support) to join a busy Rent Income Team within the General Needs Service. This role plays a key part in delivering efficient administrative support and helping maximise rent collection services for council tenants. You will work collaboratively with Rent Income Officers, Area Tenancy Managers, Welfare Advisors, and the Income & Financial Inclusion Team to deliver high-quality, customer-focused services. Key Responsibilities • Provide a robust administrative function to the Rent Income Team, supporting rent collection across residential and non-residential accounts • Manage a duty rota and respond to front-facing queries regarding rent accounts and arrears • Handle tenant enquiries via face-to-face, phone, email and virtual channels with professionalism, empathy and confidentiality • Provide rent account balances and set up repayment arrangements for non-complex arrears cases • Support tenants through sensitive or difficult conversations, including complaints, in a tactful and diplomatic way • Monitor and reduce former tenant arrears and sundry debt, taking timely recovery action and recommending write-offs where appropriate • Set up direct debits, process telephone payments, and arrange rent cards/statements • Manage incoming post, emails and CRM tasks, distributing them to relevant officers • Verify rent and service charges via the Universal Credit portal and issue standard notifications • Maintain and monitor parking and storage accounts, including enforcement and recovery activity • Assist in preparing court applications using online claims systems Knowledge & Skills • Strong understanding of rent collection processes (or similar income/recovery environments) • Ability to explain policies and procedures clearly in plain English • Excellent communication skills with a customer-focused approach • Confident handling sensitive situations with discretion and empathy • Strong organisational skills and attention to detail • Experience working with CRM systems and administrative workflows Our Values We are looking for someone who will: • Collaborate proactively across teams • Lead inclusively and support colleagues and residents • Embrace change in a dynamic environment • Be bold and curious in problem-solving • Celebrate and share success Additional Information • Hybrid working pattern based in Wembley • Immediate start required • Candidates must be willing to undergo a Basic DBS check If you are an organised and customer-focused professional looking to make a real impact in a public service role, we’d love to hear from you. Apply today for immediate consideration.