Rent Arrears Officer

Karter Thomas Ltd; Swansea; On-site; GBP 17,000 - 22,000; Full time

Benefits offered by this job

2-month temporary assignment

Positive impact on residents

Experience in social housing

Job summary

Karter Thomas Ltd is currently recruiting an experienced Rent Arrears Officer to join a housing association on a 2-month temporary contract in Swansea.

You will manage rent arrears cases, contact residents by phone, email and letter, and negotiate affordable repayment plans while maintaining accurate records. Experience in social housing and strong customer service skills are essential for delivering effective income recovery.

Qualifications

• Experience in rent arrears, income recovery or debt collection.
• Experience in social housing or housing association environments.
• Strong communication and negotiation skills with sensitive conversations.

Responsibilities

• Manage a caseload of rent arrears accounts and take action to reduce balances.
• Contact residents by telephone, email and letter to discuss arrears and repayment plans.
• Negotiate affordable repayment arrangements considering individual circumstances.
• Monitor accounts and ensure payment arrangements are kept.
• Provide guidance to residents facing financial difficulties and signpost to support services.
• Escalate cases per organisational policies and procedures.
• Maintain accurate records of contact, arrangements and actions.
• Collaborate with housing management and tenancy sustainment teams to improve outcomes.
• Support achievement of rent collection targets and arrears reduction.

Skills

Rent arrears management

Customer service

Negotiation

Case management

Job description

We are currently recruiting for an experienced Rent Arrears Officer to join a housing association on a 2-month temporary contract.

This is an excellent opportunity for a proactive and customer-focused individual with experience in rent collection, arrears management and income recovery within a social housing environment.

The successful candidate will be responsible for managing rent arrears cases, engaging with residents to resolve outstanding balances, and supporting the delivery of effective income collection services.

Key Responsibilities

• Manage a caseload of rent arrears accounts, taking appropriate action to reduce outstanding balances.
• Contact residents by telephone, email and letter to discuss arrears and agree suitable repayment arrangements.
• Negotiate affordable repayment plans, taking individual circumstances into consideration.
• Monitor rent accounts and ensure agreed payment arrangements are maintained.
• Provide advice and support to residents experiencing financial difficulties, signposting to relevant support services where appropriate.
• Identify cases requiring escalation and take appropriate action in line with organisational policies and procedures.
• Maintain accurate records of all resident contact, payment arrangements and recovery actions.
• Work collaboratively with internal teams, including housing management and tenancy sustainment, to achieve positive outcomes.
• Support the achievement of rent collection targets and the reduction of arrears.

About You

• Previous experience in a rent arrears, income recovery or debt collection role.
• Experience working within social housing or a housing association environment.
• Strong communication and negotiation skills, with the ability to handle sensitive conversations professionally and empathetically.
• The ability to manage a busy caseload and prioritise workloads effectively.
• A good understanding of rent arrears recovery processes and repayment arrangements.
• Strong administration skills and the ability to maintain accurate records.
• A proactive, results-driven approach with a commitment to delivering excellent customer service.

What We Offer

• A 2-month temporary assignment within a housing association.
• The opportunity to make a positive difference to residents and support effective income recovery.
• The chance to utilise your existing housing and arrears management experience in a fast-paced environment.