Revenue Services Support Officer

Richmond and Wandsworth Council; Greater London; On-site; GBP 30,000 - 39,000; Full time

Job summary

A local government council in Greater London is seeking a Revenue Services Support Officer to join their Rent Collection Service. The role requires excellent telephone communication and customer service skills, dealing with tenant inquiries, providing guidance on rent accounts, and processing payments. The ideal candidate will be knowledgeable in housing benefits and possess strong interpersonal skills. Benefits include 40 days annual leave and a generous pension plan.

Benefits

40 days annual leave

Flexible working

Generous pension plan

Qualifications

• Strong communication and interpersonal skills are essential.
• Knowledge of housing benefits and rent collection processes is required.
• Ability to manage competing priorities effectively under pressure.

Responsibilities

• Act as first point of contact for tenant inquiries.
• Provide advice on rent accounts and payment options.
• Process incoming correspondence and refunds.

Skills

Strong communication

Interpersonal skills

Customer-first approach

Knowledge of housing benefits

Competence in IT systems

Job description

Job Title: REVENUE SERVICES SUPPORT OFFICER

Salary Range: £30,510 - £38,637 per annum

Permanent. Full Time

Location: Wandsworth Town Hall

We have a vacancy in ourRent Collection Service and are looking for a capable and ambitious individual to join Richmond and Wandsworth Council's Better Service Partnership.You will be a team player, articulate and organised and help play a central role in achieving positive outcomes for our tenants.

You will be responsible for supporting the rent collection team in collecting rent from all tenants of residential and non-residential properties such as garages and store sheds. Rent Collection Service is a customer facing role and we are a first point of contact for our tenants who primarily contact us via telephone therefore, excellent telephone manner is essential.

About the role

First-Line Telephone Support - Act as the first point of contact for tenants. Effective telephone communication is a vital aspect of this role. You will be expected to respond promptly and professionally to incoming calls from tenants, some of whom may be experiencing distress or frustration. As such, a calm, empathetic, and confident telephone manner is essential.You should be able to manage challenging conversations with sensitivity while maintaining control of your workload and ensuring high standards of customer service. Provide basic advice on rent accounts, payment options, and benefits. Signpost tenants to relevant internal teams or external agencies for specialist support. Make referrals where necessary to welfare or financial assistance services.

Rent Arrears and Possession Action Guidance

Explain the implications of non-payment of rent, including potential possession proceedings. Offer advice to tenants on steps to avoid escalation and maintain tenancy.Liaise with revenue services collection officers to ensure consistent messaging and support strategies.

Administrative Duties

Allocate and process incoming correspondence efficiently. Prepare and process refunds in line with policy and procedures. Initiate and manage various payment methods, including direct debits, telephone and online transactions. Verify and process Landlord Portal requests from the Department for Work and Pensions (DWP). Maintain accurate records and update systems promptly to reflect changes in tenants rent accounts.

Skills and Experience Required

Strong communication and interpersonal skills with a customer-first approach.Knowledge of housing benefits, Universal Credit (UC), rent collection processes and possession action procedures.Ability to work accurately under pressure and manage competing priorities.Competence in using IT systems for data entry and payment processing.

Indicative Recruitment Timeline

Closing Date: Sunday 07th December 2025

Shortlisting Date: W/C 08th December 2025

Interview Date: W/C 15th December 2025

We may close this vacancy early once a sufficient number of applications has been received. Please submit your application as soon as possible to avoid disappointment

For an informal discussion about the role, please contact Sanela Cox by email [e-mail]

Useful Information

Richmond & Wandsworth Better Service Partnership are committed to making our recruitment practices as inclusive as possible for everyone.We are committed to promoting equality and diversity and developing a culture that values differences, recognising that employees from a variety of backgrounds bring important and positive contributions to the Councils and can improve the way we deliver services.

We are proud to be a Disability Confident employer. If you require any reasonable adjustments throughout the recruitment and selection process, please let us know.

We are also committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expects all staff and volunteers to share this commitment.Some posts may be exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to these posts will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS).

We offer a wide range of benefits designed to attract, develop, and reward our employees such as 40 days annual leave (including Bank Holidays), flexible working and a generous pension plan.