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Senior Rent Arrears Manager

2 months ago

Surrey, United Kingdom Karter Thomas Ltd Full time

**About Karter Thomas Ltd**

We are a leading social housing provider in the West and South of London, dedicated to delivering exceptional services to our customers. We are currently seeking a highly skilled and experienced professional to join our team as a Senior Rent Arrears Officer.

**Key Responsibilities**

  • Support a team of Rent Recovery Officers and Complex Rent Advisors to resolve payment collection issues and improve rental income.
  • Manage and collect performance data, track arrears movement, and set Key Performance Indicators (KPIs) to increase rental income and reduce arrears.
  • Proactively manage income collection across all tenure types, maintaining excellent customer care and ensuring timely payments.
  • Engage with customers through various channels to assess support needs and make appropriate referrals to internal and external support services.
  • Resolve customer queries quickly and accurately, providing high-quality service and ensuring customer satisfaction.
  • Negotiate and provide tailored payment solutions to sustain tenancies, prevent arrears escalation, and maximize income.
  • Represent the organization in court for rent arrears, preparing legal documents and attending enforcement actions, appeals, and evictions.
  • Support customers with benefit claims, such as Housing Benefit, Universal Credit, and Discretionary Housing Payments, or signpost them to other relevant support services.
  • Maintain strong working relationships with external stakeholders, including Local Authorities, DWP, HMCTS, and support providers, and make appropriate referrals.

**What We Offer**

As a Senior Rent Arrears Officer at Karter Thomas Ltd, you will have the opportunity to work in a dynamic and supportive environment, with a focus on delivering exceptional customer service and achieving business objectives.