Heat Network Debt Advisor

4 days ago

Camden, United Kingdom LTHT Staff Bank Full time

One of the largest residential housing organisations in South-East London are currently looking for a Heat Network Debt Advisor to join their team on an initial 3 month Temporary contract.

**Purpose of Role**

The Heat Network Debt Advisor will carry out a data cleansing exercise on historic debt which has not been collected. This role will work alongside the Customer Accounts Team co-ordinating the approach to ensure a consistent and supportive approach to ourcustomers who may owe debt on several different types of account

**Duties and Responsibilities**:

- Responsible for devising an appropriate process to data cleanse accounts and collect heat related debt
- Responsible for the collection of heat related debt in collaboration with the Customer Accounts Advisers supported by the Contracts Manager and the Customer Accounts Manager in line with all internal policies, procedures and process maps and legislation.
- Focus on early intervention with newer more recent debts to minimise money judgement action against our customers through signposting and support with welfare benefits and debt.
- Take a co-ordinated approach with the customer accounts team on any customer who isin arrears, including any legal procedures
- Manage and monitor the heat network debts and liaise with the heat networks where current year debts have also accrued. Retain a central record of all communications with the customer.
- Pro-actively build excellent relationships with residents, customers and any internal or external stakeholders to ensure income is maximised.
- Meet all targets set and any relevant corporate objectives.
- Provide a customer service that deals with any queries promptly, clearly and accurately in a knowledgeable and professional way that resolves disputes and contributes positively to the customer experience.
- Ensure a collaborative approach between with colleagues across One Housing Group.
- Excellent customer care and communication skills both oral and written.
- Understanding of property management, service charges, welfare reform - Desirable
- Be able to demonstrate experience and/or skills to meet the requirements of the role, including welfare benefits and debt support and/or sign posting.
- Demonstrate an excellent standard of numeracy and literacy.
- Possess resilience and good negotiation skills.
- Working within tight procedural and statutory constraints in a high-pressure environment.
- Ability to build excellent relationships across the business with all relevant stakeholders.
- Self-motivated, assertive and confident

**Professional Qualifications and Membership’**
- Working towards membership of the Institute of Customer Service or any other relevant qualification (eg CICM).

**Working Location: **Hybrid (2 days in Camden Office, 3 days Working from Home)

**Hours**:35 per week / Monday - Friday

If you are interested in this post, please apply.

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