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Customer Accounts Specialist

4 weeks ago

Croydon, United Kingdom Reed Talent Solutions Full time

We are looking for a **Customer Accounts Specialist** to provide effective and efficient customer account management with the overall objective to reduce arrears, maximise the collection of income and sustain tenancies for **Clarion Housing**.

**Role details**:

- **Client** - Clarion Housing Group
- **Location** - Levels 2 & 3, Interchange, 81-85 Station Road, Croydon, CR0 2AJ
- **Start date** - ASAP
- **End date** - 31/03/2023 (chance for extension)
- **Hourly rate** - £15.73 per hour PAYE / £19.55 per hour Umbrella
- **Hybrid** - will need to be 5 days a week in the office in Croydon for at least the first month, after that it is hybrid

**Key accountabilities**:

- To undertake the collection of debts in accordance with Clarion income collection policies and procedures, working with other Clarion 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
- To meet all corporate and departmental service level agreements and to support the business in achieving these as a whole
- To keep up to date on all current Housing, Welfare Benefit and wider sector development and change.
- To ensure that customers are kept actively informed and service expectations are shared and communicated effectively
- To create the formal documentations associated with accounts management in a timely manner with accuracy and consistency
- Undertake any other duties and responsibilities of an equivalent nature as required

**Essential criteria**:

- 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
- 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
- Demonstrable interpersonal, influencing and communication skills with the ability to liaise with a variety of stakeholders
- Proven experience of providing a high quality customer service through a variety of communication channels.
- To have proven successful interpersonal behaviours and traits. Ability to meet deadlines, adjust priorities and work in a target driven environment
- Experience in working in customer facing environment, with day to day engagement with customers and stakeholders
- Be an excellent communicator, politely & professionally deal with customer queries using the most appropriate method of communication

**Desirable criteria**:

- Chartered Institute of Housing qualification or similar
- The ability to demonstrate continued professional development in Customer Account management environment or similar
- Experience, knowledge and use of Microsoft Dynamic 365
- Experience in presenting possession proceedings in County Courts

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