We are currently recruiting on behalf of our client, a housing association based in London, for a temporary Rent Support Administrator for one to three months to start immediately. This role is a full-time position (36 hours per week) and is paying a competitive rate.
The successful candidate must have rent arrears experience.
Day to day duties will include:
- Manage the customer mailbox, efficiently responding to emails or sharing them with colleagues where needed
- Manage the rent call queue
- Take payments and manage direct debits, including annual and Christmas reviews
- Encourage customer engagement by building relationships and owning queries from start to finish using multiple channels
- Build up a detailed understanding of welfare reform and housing benefit legislation by proactively keeping up to date with changes
- Signpost customers to external agencies where they experience financial difficulties
- Make sure customer transactions, arrears repayment agreements and rent figures are accurately calculated and recorded
- Investigate Housing Benefit and Universal Credit overpayment invoices to understand the reason for overpayment, and arrange repayment or prepare appeals, providing further information where necessary
- Support new tenancy sign-ups
- Raise purchase orders, making sure contractors are paid on time
- Advise on effective, tailored payment solutions to sustain tenancies, prevent arrears escalating, and maximise rental income
- Prepare and pass accounts for write-off in line with policies and procedures
- Review all customer accounts with credit balances, requesting rent refunds as required