Rent Arrears Recovery & Enforcement Officer

Location: Kingston & Sutton Shared Finance Service
Salary: Grade 7 (Pay to be confirmed)
Contract Type: Full-Time, Permanent
Closing Date: [Insert closing date]

About the Role

An exciting opportunity has arisen to join the Housing Income & Financial Inclusion Team as a Rent Arrears Recovery & Enforcement Officer. This pivotal role sits within the Shared Finance Service, supporting Kingston and Sutton Councils, and plays a key part in managing and recovering housing rent arrears and temporary accommodation charges.

You will be responsible for managing a complex caseload of rent arrears accounts, ensuring effective recovery action is taken in line with policies, procedures, and legislation. You will also work closely with vulnerable residents to provide debt advice, income maximisation support, and referral to wider financial inclusion services, helping to sustain tenancies and prevent homelessness.

Key Responsibilities

• Manage an allocated caseload of rent arrears, taking appropriate enforcement and recovery actions to meet income collection targets.
• Provide income maximisation and debt counselling advice to tenants, working proactively with vulnerable residents to prevent escalation of arrears.
• Prepare and serve legal notices and represent the Council in court proceedings for rent arrears recovery and possession cases, including evictions where necessary.
• Liaise with a wide range of internal and external partners including Legal Services, Housing Teams, Adult Social Care, Financial Inclusion Teams, and Citizens Advice Bureau.
• Respond professionally to enquiries, complaints, and correspondence, ensuring excellent customer service and compliance with statutory obligations.
• Contribute to the development and updating of policies and procedures to improve service delivery.
• Use ICT systems proficiently to maintain accurate records, produce reports, and manage casework efficiently.
• Engage in multi-agency working to ensure a coordinated approach to supporting tenants with rent arrears.

About You

We are looking for a highly motivated and proactive individual, committed to delivering excellent customer service and achieving strong performance outcomes. You should be able to demonstrate:

Essential Criteria

• Proven experience in rent recovery and enforcement within a housing environment.
• Strong background in working with customers and partner agencies to deliver positive outcomes.
• Experience of managing complex casework in a target-driven, customer-focused environment.
• Excellent written and verbal communication skills, including the ability to communicate with vulnerable or distressed customers.
• Ability to prepare and present cases in court and liaise with legal professionals.
• Strong organisational skills with the ability to manage conflicting priorities and meet tight deadlines.
• Minimum of 5 GCSEs (including English and Maths) or equivalent qualifications.
• Proficiency in ICT systems, including case management and corporate communication tools.