Customer Accounts Advisor

6-month fixed-term, full-time position

Based at Craft Court office in West London, hybrid working available

Responsibilities include managing rent accounts and supporting residents

Essential to have Level 2 qualification in English and Maths

The Customer Accounts Team at The Guinness Partnership plays an important role in protecting our income, supporting tenancy sustainment, and helping residents manage their rent accounts. Their work enables Guinness to continue delivering high-quality homes and services to the people who need them most.

We have an opportunity for a Customer Accounts and Customer Support Advisor to join our team on a full-time, 6-month fixed-term basis. The role can be based at Craft Court office in West London. We currently offer hybrid working, combining office-based work with home working.

As a Customer Accounts and Customer Support Advisor, you will manage a caseload of rent accounts, providing advice and support to residents while taking appropriate action to recover outstanding debt. You will work proactively with residents to prevent and reduce arrears, agree sustainable payment arrangements, identify financial support options, and make referrals to specialist services where appropriate. Working closely with colleagues and partner agencies, you will play an important role in maximising income, reducing arrears, and supporting residents to sustain their tenancies.

As a resident-focused organisation, we place equal importance on how we deliver our services and what we deliver. We are looking for candidates with experience of providing excellent customer service, managing customer accounts, and supporting residents to overcome financial difficulties.

• Proven ability to deliver high-quality services within a customer-focused environment.
• Proven experience in the collection and recovery of rent arrears and other housing-related debts.
• Strong knowledge of County Court procedures, with experience of preparing and presenting cases in Court.
• Demonstrated ability to negotiate sustainable repayment arrangements and take appropriate enforcement action where necessary.
• To carry out home visits in connection with income recovery or arrears prevention.
• Experience building effective relationships with customers, colleagues and stakeholders.
• Good knowledge of social housing rent legislation and best practice.
• Strong communication, influencing and negotiation skills.
• Excellent attention to detail and accurate record-keeping skills.
• Level 2 qualification in English and Maths (GCSE Grade C/4 or above, or equivalent).

Interviews will be held in person at the Craft Court Office on the 26th or 27th November.

The salary advertised for this position includes an additional £4,000 London Local Job Supplement.

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