Accounts Recovery Advisor - FTC

We are looking for 2 people to join our Support Hub in our Bristol Head Office as an Accounts Recovery Advisoron 12 month fixed term contracts, to play a key role in reducing rent arrears, supporting income performance and delivering a great experience for our residents and guarantors.

Working across Property, Finance and Central Operations, you’ll own cases, help resolve outstanding balances, build strong relationships and make a real impact from day one.

With a supportive team and clear opportunities to develop your credit control skills, this is a great role for someone looking to grow, make a difference and challenge the ordinary.

This is an on-site role, Monday to Friday, with working hours scheduled between 8:00am and 8:00pm
.

• Handling a wide range of customer queries, including:
  • Managing payments and arrears, handling & resolving complaints, finding the perfect room for prospective customers & rebookers, welfare signposting & escalation, cancellation requests
• Interacting with our customers through a variety of channels; including phone, webchat, social media and email
• Be a positive brand ambassador, representing the business with professionalism and empathy.
• Engage with residents and guarantors through phone, SMS, email and webchat.
• Have confident, empathetic conversations about arrears, understand individual circumstances and agree appropriate next steps.
• Proactively manage overdue balances, follow up on payment commitments and support residents in getting back on track.
• Identify potential payment issues early and take action to prevent future non-payment.
• Manage and prioritise your workload based on arrears age, value and risk.
• Keep accurate case notes, records and systems up to date, ensuring clear visibility of activity and outcomes.
• Escalate complex or higher-risk cases when appropriate, taking ownership through to resolution.
• Work closely with colleagues across the business to achieve shared outcomes and deliver a great customer experience.
• Follow policies and procedures while consistently meeting agreed activity and performance expectations.

• Customer-focused with a professional, empathetic approach.
• Strong communication, listening and relationship-building skills.
• Confident handling inbound and outbound calls, including sensitive payment conversations.
• Accurate and detail-focused when managing data, records and systems.
• Comfortable working with Microsoft Office, particularly Excel, Outlook and Word.
• Able to prioritise workload, take ownership and know when to escalation.
• Collaborative approach, working effectively with Property and internal teams.
• Customer service experience desirable.
• Experience with Salesforce and SharePoint desirable.
• Credit control, finance or arrears experience would be an advantage.

• A discretionary annual bonus so you can share in the company's success
• 25 days' paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service
• A generous pension scheme – employer contributions between 5% and 11% depending on how much you save
• Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends
• Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents
• Lots of other great benefits including an annual Share Save scheme, Employee Life Assurance, a discounts portal and more!

Founded in 1991, Unite Students is the UK`s largest provider of purpose-built student accommodation. You can find us in 23 leading university towns and cities, with over 70,000 students calling…