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Job Details

Join our dynamic team at a thriving borough in West London as a Customer Service Advisor (Rental Income Support)! This exciting opportunity offers a chance to work alongside the Finance team for the council, contributing to the community's financial well-being for an initial 4-month period. Be part of our innovative local authority and play a crucial role in delivering exceptional customer service while experiencing personal and professional growth in an ever-expanding team.

Start: ASAP 
Duration: 4 Months to begin with 
Days: Monday to Friday
Hourly rate: £18.52 PAYE or £22.92 Umbrella PAYE
2 days in the office 
Working hours: 08:45 - 17:00 (60-minute lunch)

Job Purpose:

1. Act as the primary contact for residents regarding rent inquiries, both current and past due, including assisting in rent collection and providing rent account information. Contribute to team performance metrics and obligations by effectively managing rent arrears and providing support to residents in need.
2. Embrace LBHF's resident-centric approach by identifying instances where rent arrears may cause hardship and offering appropriate support options, such as financial assistance or other means to boost income. Play a crucial role in helping residents maintain their tenancies and increase their income through empathetic and supportive communication across various channels, including telephone, web, email, face-to-face, SMS, and written correspondence. Additionally, ensure timely updates to the Department of Work and Pensions regarding rent changes.

Responsibilities and Duties:

1. Guide residents to appropriate financial support avenues based on their circumstances, directing them to Welfare Benefit team for Housing Support Fund payments and Discretionary Housing Payments, fostering financial stability for those in need.
2. Ensure accurate and comprehensive data collection for complex inquiries, forwarding detailed information to the Rental Income Support Officer, enhancing efficiency in addressing intricate resident concerns.
3. Utilize the council's central housing database to access and record relevant resident information and services, such as providing updated rent account balances, ordering rent cards, and updating customer details. Additionally, assist Universal Credit recipients in updating their journals with new rent charges, ensure timely updates to the Universal Credit Landlord portal, and facilitate referrals to the Welfare Benefit Team for income maximization when hardship is identified. Moreover, facilitates rent payments and establishes suitable arrangements, while promoting Direct Debit as a convenient payment method and highlighting associated incentives.

Qualifications, Knowledge, and Experience:
 

• Experience of working in a customer facing role
• Excellent customer care across various communication channels
• Experience of working with vulnerable residents 
• Accurate record information on bespoke IT systems
• Able to sensitively have difficult conversations with residents
• Awareness of support available based on circumstances of the resident
• Experience of developing and maintaining relationships with council departments and external voluntary community partners to deliver positive outcomes for residents
• Good people skills and a desire to make a difference to the lives of vulnerable residents in the borough 

Please note that we are looking to fill this role as soon as possible so please submit your CV as soon as possible. Please feel free to contact me, Imran, on 07741661094 via call or text