Customer Service Charge Specialist

3 weeks ago

Coventry, Coventry, United Kingdom Stonewater Full time
Join Our Team as a Rent & Service Charge Coordinator

Are you dedicated to delivering outstanding customer service to both internal and external clients? Do you excel at deciphering intricate inquiries and conveying information in a clear, customer-friendly manner? If you possess a meticulous attention to detail and thrive in a dynamic work environment, we want to hear from you

As a vital member of our Rent & Service Charge Coordinator team, you will play a key role in providing exceptional service to customers with inquiries related to their service charges. Collaborating closely with a team of Rent & Service Charge Analysts and officers, you will assist in the calculation and distribution of rent and service charge demands to approximately 36,000 customers.

In this position, you will serve as the primary point of contact for all service charge inquiries, coordinating responses with colleagues across the organization. Your commitment to transparency and honesty will ensure that customers receive clear and accurate information.

Your responsibilities will include:

  • Investigating and addressing customer inquiries and concerns, including managing complaints.
  • Assisting with the administration of Section 20 notices and the preparation of Section 21 and 22 requests.
  • Supporting special projects as needed.

No prior knowledge of these areas is required; we are committed to providing training and support to individuals who align with our values and are eager to make a positive impact in the realm of social housing.

The ideal candidate will possess:

  • A strong commitment to embodying our organizational values.
  • Excellent communication skills, with the ability to simplify complex service charge information for customers.
  • A dedication to delivering high-quality customer service.
  • A friendly and approachable demeanor.
  • Strong organizational abilities to manage a diverse workload.
  • A keen eye for detail.
  • Proficiency in computer applications, including Outlook, Excel, Word, and Power BI.
  • A proactive attitude and the ability to work independently.
  • Good numeracy skills for interpreting financial data.
  • Flexibility to adapt to various roles and tasks based on customer needs.

Appointment to this role will be contingent upon a satisfactory Disclosure and Barring Service Check, positive references, and proof of eligibility to work.

About Stonewater:

Stonewater is a prominent housing provider managing around 36,000 homes and serving 78,000 customers through our diverse portfolio of affordable housing options, including general rent, shared ownership, and specialized accommodations. Our mission is to deliver quality homes and services to individuals whose needs are not met by the open market.

We are looking for individuals who share our values of ethics, ambition, passion, agility, and commercial awareness, and who are committed to making a difference in the lives of others.

As a Disability Confident Employer, we are working towards becoming a Disability Confident Leader, enhancing our support for colleagues regarding disability, mental health, and wellbeing in the workplace. We have also achieved recognition as an Advanced Employer for Investing in Ethnicity Maturity Matrix and are committed to being a Menopause Friendly employer.

Are you ready to join us at Stonewater?

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