Customer Rent Account Manager

Places for People; Bridge; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Pension

Bonus scheme

35 days holiday

Healthcare cashback

Wellbeing support

Place Rewards

Training & development

Recognition programs

Inclusion & wellbeing

Gym membership

Life Assurance

Job summary

Places for People is seeking a Customer Rent Account Manager to be the first point of contact for tenants, delivering a professional telephone-based service while managing a designated portfolio of rent and service charge accounts. You'll maximise income, support tenancy sustainment, and reduce arrears through proactive account management, court participation and field visits across your designated area.

This hybrid role blends homeworking with court appearances and customer visits to achieve

Qualifications

• Proven experience of income collection, rent arrears management or debt recovery within the housing sector.
• Up-to-date knowledge of welfare benefits and income maximisation.
• Housing industry experience, ideally within a housing association, local authority or social housing environment.
• Knowledge of legal and court procedures relating to rent arrears, including experience preparing and presenting cases at court.
• Full UK driving licence and access to your own vehicle for business travel.

Responsibilities

• Deliver a professional telephone-based service while managing a portfolio of rent and service charge accounts.
• Maximise income collection, support tenants to sustain tenancies and reduce arrears through proactive account management.
• Work a mix of home-based tasks, court hearings, customer visits and field activity across your designated area.
• Agree affordable repayment arrangements and provide welfare benefits and income maximisation guidance.
• Prepare legal documentation, attend court hearings and represent the business in possession and debt recovery cases when required.
• Manage current and former accounts, work towards income collection targets and reduce debt while sustaining tenancies.
• Collaborate with colleagues to deliver excellent customer outcomes and support the income management service.
• Balance customer contact, case management, legal work and field-based activity.

Skills

Income recovery

Debt management

Customer liaison

Communication skills

Job description

At Places for People, we hire People, not numbers! As the UK's leading Social Enterprise we're dedicated to creating inclusive and thriving Communities for both our Customers and Employees.

More about your role

As a Customer Rent Account Manager, you'll be the first point of contact for our customers, delivering a professional telephone-based service while managing a designated portfolio of rent and service charge accounts. You'll play a key role in maximising income collection, supporting customers to sustain their tenancies and helping to reduce arrears through proactive account management.

This is a varied role that combines home working with time spent attending court hearings, carrying out customer visits and engaging directly with customers across your designated area. You'll work closely with customers to agree affordable repayment arrangements, provide advice and guidance on welfare benefits and income maximisation, and ensure compliance with relevant legislation and internal processes.

You'll prepare legal documentation, attend court hearings and confidently represent the business in possession and debt recovery cases where required. You'll manage both current and former customer accounts, work towards income collection targets, and support customers to reduce debt while maintaining sustainable tenancies. Working collaboratively with colleagues across the organisation, you'll contribute to excellent customer outcomes while supporting the overall performance of the income management service. No two days are the same, making this an ideal opportunity for someone who enjoys balancing customer contact, case management, legal work and field-based activity.

Essential criteria

• Proven experience of income collection, rent arrears management or debt recovery within the housing sector.
• Up-to-date knowledge of welfare benefits and income maximisation.
• Housing industry experience, ideally within a housing association, local authority or social housing environment.
• Knowledge of legal and court procedures relating to rent arrears, including experience preparing and presenting cases at court.
• Full UK driving licence and access to your own vehicle for business travel.

More about you

You're an experienced housing professional with a strong background in income recovery and customer account management. You understand the challenges customers can face and have the knowledge and confidence to support them through effective payment arrangements, income maximisation and welfare benefit advice.

You’ll have experience managing rent arrears cases from early intervention through to legal action, with a sound understanding of housing legislation and court processes. Comfortable working independently from home, attending court hearings and carrying out customer visits, you'll be highly organised and able to effectively manage a varied caseload.

Benefits

• Pension with matched contributions up to 7%
• Bonus scheme for colleagues at 2%
• 35 days holiday (including bank holidays) with the option to buy or sell days
• Healthcare cashback plan for everyday medical costs, with private GP and health support services available
• Comprehensive wellbeing support including counselling, flu jabs, our Employee Assistance Programme (EAP) and access to our Wellbeing Hub, supporting your mental, physical and financial wellbeing
• Access to Our Place Rewards, offering discounts and savings on groceries, travel, shopping, home products and other lifestyle purchases
• Ongoing training, professional qualifications, internal development programmes and career progression opportunities
• Recognition programmes including Star Awards and Colleague Awards, celebrating achievements and recognising great work
• Strong focus on inclusion, wellbeing and colleague engagement
• Free membership to Places Gyms
• Life Assurance to provide financial security for your loved ones, alongside access to will writing services to help you plan for the future with confidence