Customer Accounts Supervisor

7 months ago

St John's Wood, United Kingdom Aster Group Full time

We have a newly created role for a Customer Accounts Supervisor in our London team. To be successful in this role you will a background in housing management and income recovery.

Central & Cecil Housing Trust (C&C), part of Aster Group, provides homes across Greater London. The majority of C&C customers are over 55 and live in our specialist sheltered housing schemes, however we also have a portfolio of general needs properties and agency managed schemes.

**What you’ll be doing**

First and foremost, you’ll have leadership responsibility for two Income Officers and will use your natural coaching method to continually support their development. Additionally you will manage your own patch of customer accounts, with responsibility for the recovery of rental income on this patch.

The team will be responsible for pursuing rent arrears, agreeing payment plans, referring case to court as well as attending hearings and you’ll have your own caseload as well as supporting the team with those more complex cases.

You will be out and about in the community, meeting with customers and working through plans to agree positive outcomes. This is a hybrid role however, so when not making visits you can choose to base yourself from home if you wish.

Your housing background will enable you to deal with customer’s enquiries and signpost to relevant agencies. Your strong communication skills with enable you to show empathy, whilst encouraging customers to work with the team to achieve the required outcomes.

You will be experienced in preparing, signing and serving statutory notices, ensuring all legal and court proceedings are followed correctly.

**About you**

You’ll be really committed to delivering excellent customer service and will demonstrate to the team how this can support achieving great outcomes.

You will have experience working with vulnerable and challenging customers. This is key to the role, you’ll adapt your communication style accordingly to ensure informed decisions and choices can be made.

You’ll understand housing law in particular with relation to rent and arrears management, including the pre-action protocol for rent arrears.

You will be confident in your IT skills, you’ll be logical and methodical in your approach and will naturally lead by example.

C&C has homes across Greater London and your patch will cover multiple London Boroughs. You’ll need to be able to travel across London and also, on occasion if required, support wider Aster Group colleagues by making visits or attending court in surrounding counties.

**What’s in it for me**

We invest in our colleagues because we know if they have a better day at work, the service our customers receive will be better. The Aster Offer is our offer to our colleagues to ensure they have a great day at work and includes things like:

- Flexible working - whilst some roles need to be carried out in a specific place at a specific time, where possible we encourage our colleagues to work to their own schedule at a location that suits them, their team and our business’ needs
- A focus on colleague wellbeing - workshops, an employee assistance programme offering counselling and support, mental health training and a health cash plan
- We invest in colleagues’ careers and development through our leader and colleague development frameworks
- Defined Contribution Pension and attached life assurance
- Volunteering hours available to all colleagues to enable them to give back
- Savings at cinemas, gyms, holidays, days out, various shops and eateries and lots more
- Enhanced leave
- We celebrate colleagues who go above and beyond with a range of personalised recognition initiatives, and monthly and annual awards.

**Ready to apply?**

To apply, please use information provided in the advert and role profile to let us know why you’d be good for the job. Please submit a copy of your up-to-date CV along with a supporting statement.

We create an inclusive workplace that promotes and values diversity and believe that creating an environment where everyone, from any background, can do their best work is the right thing to do.

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