Rent Recovery & Customer Support Officer

Birmingham City Council; Birmingham; Hybrid; GBP 22,000 - 32,000; Full time

Benefits offered by this job

Generous annual leave

Great pension scheme

Well-being support

Annual travel passes

Discounts at city centre venues

Job summary

Birmingham City Council's Rent Service (Finance Directorate) focuses on the annual collection of rent and recovery of housing debt. The team supports tenants with advice and helps maintain a strong payment culture to maximise income through welfare benefits.

The role includes negotiating payments, communicating with customers by calls and letters, and handling cases from start to finish. A hybrid working pattern is available, with work from council buildings as needed.

Qualifications

• Negotiation skills and ability to work in a team.
• Planning and organisational skills to meet deadlines.
• High-level verbal and written communication.

Responsibilities

• Make outbound telephone calls to negotiate and take payments to clear rent debts and advise customers on resolving debt.
• Send correspondence to inform customers of current rent account status and prompt contact for debt resolution.
• Manage cases end to end, assess customers' circumstances and provide guidance per policies.
• Access, file and update information on computer systems, summarising contacts and actions taken with customers.
• Carry out Rent Service administrative tasks as directed by Income Services Team Leaders and Management Officers.

Skills

Negotiation skills

Teamwork

Planning and organisational skills

Verbal and written communication

Job description

Birmingham City Council's Rent Service (Finance Directorate) focuses on the annual collection of rent and recovery of housing debt. The team supports tenants with advice and helps maintain a strong payment culture to maximise income through welfare benefits.

The role includes negotiating payments, communicating with customers by calls and letters, and handling cases from start to finish. A hybrid working pattern is available, with work from council buildings as needed.