Customer Accounts Specialist
3 weeks ago
To provide effective and efficient customer account management with the overall objective to reduce arrears, maximise the collection of income and sustain tenancies.
**Client Details**
A leading and well established Housing Association.
**Description**
Key Accountabilities:
- To undertake the collection of debts in accordance with income collection policies and procedures, working with other staff to collectively meet objectives.
- To interpret statistical and account information effectively to facilitate informed and considered decisions.
- To ensure individual arrears reductions targets are met, and where possible bettered.
- To build strong relationships with internal teams, peers, local authorities, housing benefit departments, Citizens Advice Bureau, Department for Work and Pensions, Aged UK, County Courts etc. Utilising these relationships to improve service delivery / incomecollection.
- To successfully utilise technologies and Microsoft Dynamic platform to delivery an efficient and effective customer driven service with the ultimate objective to achieve arrears reduction and increase income collection to the organisation.
- To own the whole income collection and arrears process as defined by policy and process to ensure appropriate recovery action is taken to reduce the level.
- Be an excellent communicator when managing customer queries using the most appropriate method of communication, to ensure you provide an excellent customer focused service.
- The ability to represent at Court or tribunal hearings and successfully obtain the appropriate outcome.
- To meet all corporate and departmental service level agreements and to support the business in achieving these as a whole.
**Profile**
Experience and pre-qualification criteria:
Essential
- A strong level of experience of customer account management for a registered social housing provider or similar sector.
- Strong numeracy, literacy and communication skills with a minimum pass in Mathematics and English at GCSE level or equivalent.
- A strong level of understanding of the Housing Act, pre action protocol and arrears management best practice.
- The ability to prepare court documentation for arrears possession hearings.
- Experience in accounts management, Customer Relations Management and housing management operating systems.
- Experience of dealing with customers in a pressurised environment and using positive negotiation skills to reach mutually acceptable outcomes.
- Analytical and problem solving skills.
**Job Offer**
- Competitive hourly rate with weekly pay
- Immediate start
- Hybrid working
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