Rent Income Recovery Officer - FTA (Gr 5)

Civic Recruitment Limited; Sutton No. 103; On-site; CAD 53,000 - 72,000; Full time

Job summary

Civic Recruitment Limited is seeking a Rent Income Recovery Officer on a 3-month contract with a Local Authority. The role focuses on recovery of former tenant arrears and delivering efficient financial services within housing systems.

You will negotiate repayment plans, support customers in financial difficulty, and collaborate with Legal Services and Housing Teams to meet targets and ensure compliance with regulations.

Qualifications

• Experience in debt recovery and rent collection.
• Ability to negotiate and achieve positive outcomes.
• Strong communication, both written and verbal.
• Experience handling vulnerable customers.
• Experience working to targets and deadlines.

Responsibilities

• Manage a portfolio of former tenant rent arrears accounts and recover debts.
• Negotiate repayment plans and monitor compliance.
• Refer to welfare and support services when appropriate.
• Maintain accurate records and prepare management information.
• Collaborate with Legal Services and Housing Teams.
• Support joint initiatives to improve debt recovery performance.

Skills

Debt recovery

Communication skills

Negotiation

Customer service

Analytical skills

Education

GCSEs including Mathematics

Qualification in Debt Recovery / Housing Management / Finance

Tools

Microsoft Office

Case management systems

Job description

Rent Income Recovery Officer - FTA (Gr 5)

Sutton, United Kingdom | Posted on 15/07/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That's why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Description

3 months contract with a Local Authority

Job Title: Rent Income Recovery Officer

Job Purpose

The Former Tenant Arrears (FTA) Recovery Officer is responsible for the effective administration, recovery, and collection of former tenant rent arrears for Kingston Council. The role focuses on maximising income collection through proactive debt recovery, early intervention, customer engagement, and partnership working with internal teams and external agencies.

The post holder will support former tenants experiencing financial difficulties by providing advice, negotiating repayment arrangements, and facilitating access to welfare, financial inclusion, and support services. The role contributes to the Shared Finance Service's objective of delivering efficient, customer-focused, and value-added financial services while ensuring compliance with housing legislation, council policies, and recovery procedures.

Key Responsibilities

Debt Recovery & Income Collection

• Manage a portfolio of former tenant rent arrears accounts, ensuring timely and effective recovery of outstanding debts.
• Contact former tenants through telephone, written correspondence, email, and face-to-face meetings to secure payments and repayment agreements.
• Negotiate realistic repayment plans and monitor compliance with agreed arrangements.
• Take appropriate recovery action where repayment agreements fail or arrears remain unresolved.
• Prepare and submit write-off reports and supporting documentation for management approval.
• Achieve agreed collection targets and performance objectives.
• Identify customers experiencing financial hardship and provide appropriate advice and guidance.
• Refer customers to Financial Inclusion Officers, Citizens Advice Bureau, welfare support services, and other specialist agencies where appropriate.
• Support vulnerable customers through empathetic communication and tailored debt recovery approaches.
• Promote sustainable debt management solutions that help customers meet their financial obligations.

Case Management & Administration

• Maintain accurate records of all actions taken, customer interactions, and recovery outcomes.
• Create, update, and manage databases, spreadsheets, and case management systems.
• Produce reports, statistics, and management information as requested.
• Ensure all documentation complies with council procedures and data protection requirements.

Partnership Working

• Build positive working relationships with Legal Services, Housing Teams, Adult Social Care, Financial Inclusion Teams, and external partner agencies.
• Support joint initiatives aimed at improving debt recovery performance and customer outcomes.
• Participate in meetings, workshops, and service improvement activities.

Service Improvement & Compliance

• Maintain up-to-date knowledge of housing legislation, debt recovery practices, welfare benefits, and welfare reform initiatives including Universal Credit.
• Identify opportunities to improve recovery processes and maximise income collection.
• Ensure compliance with council policies, financial regulations, safeguarding responsibilities, and statutory requirements.
• Contribute to continuous improvement initiatives across the Shared Finance Service.

Team Contribution

• Work collaboratively as part of the Housing Income & Financial Inclusion Team.
• Support colleagues and share knowledge to improve team performance.
• Assist in reviewing and allocating tasks to junior staff where required.
• Participate in training and professional development activities.
• Experience of debt recovery, rent collection, income recovery, or credit control.
• Experience working in a customer-focused environment delivering positive outcomes.
• Experience handling difficult, sensitive, or complex customer situations.
• Experience working to deadlines, performance targets, and service standards.
• Experience maintaining accurate records and case management information.
• Experience working as part of a team and collaborating with internal and external stakeholders.
• Housing rent arrears recovery experience within local government or social housing.
• Experience working with welfare benefits and welfare reform programmes.
• Experience working with multiple agencies to provide customer support services.
• Experience preparing reports and performance data.

Qualifications

• Minimum of 5 GCSEs (or equivalent) including:
• Mathematics
• Qualification in Debt Recovery, Housing Management, Business Administration, Finance, or related discipline.
• Training or certification relating to welfare benefits, debt advice, customer service, or financial inclusion.
• Strong communication skills, both written and verbal.
• Ability to negotiate effectively and achieve positive outcomes.
• Excellent customer service and interpersonal skills.
• Ability to manage a varied workload and prioritise tasks effectively.
• Strong problem-solving and decision-making skills.
• Ability to work sensitively with vulnerable or distressed customers.
• Good analytical and report-writing skills.
• Proficient ICT skills, including Microsoft Office and case management systems.
• Ability to build productive relationships with partners and stakeholders.
• Commitment to continuous learning and professional development.

Personal Attributes

• Customer-focused and results-driven.
• Empathetic and resilient when dealing with challenging situations.
• Professional, ethical, and accountable.
• Adaptable and open to change.
• Proactive approach to service improvement.
• Committed to equality, diversity, inclusion, and safeguarding principles.

Additional Information

• Location: Sutton (Hybrid Working)
• Working Pattern: Hybrid working arrangement with a combination of office-based and remote working.
• Hours: 36 hours per week.
• Contract Type: Temporary/Agency Contract (subject to assignment details).
• Reporting To: Rent Arrears Recovery Lead Officer (Temporary Accommodation).
• Travel Requirements: Maybe required to attend meetings and engage with customers, partners, and stakeholders across Council locations as required.
• Training & Development: Ongoing training and professional development opportunities, including updates on housing legislation, debt recovery practices, welfare benefits, and Universal Credit.
• Compliance Requirements: Successful candidates must adhere to Council policies relating to safeguarding, equality and diversity, health and safety, data protection and confidentiality.
• Working Environment: Fast-paced, customer-focused environment requiring strong communication, negotiation, and problem-solving skills when dealing with tenants, former tenants, and vulnerable customers.
• Performance Expectations: Achievement of income recovery targets, maintenance of accurate records, and delivery of high-quality customer service standards.