Billing & Accounts Officer (BAND3C)

Nations Recruitment; Sutton; On-site; GBP 34,000; Full time

Job summary

A prominent recruitment agency is seeking an Admin & Clerical professional to join their Home Ownership Team in Sutton. This role involves managing service charge accounts and ensuring excellent customer service. Candidates should have strong communication skills, GCSE Maths and English, and be comfortable with IT systems. The position offers a salary of £17.39 per hour, with the expectation of working 36 hours per week. This is a crucial position aimed at supporting the delivery of secure homes and communities.

Responsibilities

• Manage service charge and major work accounts effectively.
• Provide information on payment options.
• Identify and process refunds for accounts in credit.
• Encourage payment by direct debit and monitor payments.
• Respond to customer inquiries and complaints.
• Ensure accurate and timely charging of services to leaseholders.

Skills

Customer Focused experience

Excellent written and verbal communication skills

Ability to work under pressure

Good standard of numeracy

IT skills including Microsoft Word, Excel, and Outlook

Education

GCSE Maths and English at Grade C and above or equivalent

Job description

Job Details

Job Category: Admin & Clerical

Job location: Carshalton Road, Sutton, Greater London, SM1 4LE, Sutton Housing Partnership

Hours per week: 36

Start date: Immediate start

Salary: £17.39 per hour

Home Ownership Team Grade: Band 3

Reports to: Billing & Accounts Manager

Purpose: Working together to deliver homes and communities where residents feel happy and secure.

Values: High Performing, One Team, Make it Happen and Excellent Customer Service.

Key Responsibilities

• Uphold SHPs Values, Behaviours & Leadership expectations at all times (see overleaf)
• Make prompt contact and effectively manage service charge and major work accounts.
• Provide information on payment options and if necessary refer leaseholders to sources of advice.
• Refer appropriate service charge and major work debts to external solicitor.
• Recommend debts/credits for write‑off/write‑on.
• Identify and process refunds when accounts are in credit.
• Encourage payment by direct debit, create direct debit payments, and monitor direct debit payments and action direct debit BACS reports.
• Take payments over the telephone by debit or credit card.
• Customer Focused experience and committed to delivering excellent services and continuous improvement.
• Ability to work under pressure, prioritise workloads and work to deadlines.
• Excellent written and verbal communication skills. Ability to write clearly and creatively in a range of formats.
• Respond positively to support the team during periods of heavy workload or situations requiring a flexible approach.
• To be able to work without supervision and as part of a team.
• Good standard of numeracy, literacy and ability to use IT systems and software and have a good working knowledge of Microsoft Word, Excel and Outlook.
• Work to achieve personal and team targets by participating in team initiatives including occasional evening and Saturday working for which time off in lieu will be given.
• Work proactively to achieve SHP aims and objectives by meeting individual targets as agreed via appraisal/supervision.
• Use information technology accurately and effectively in accordance with SHP codes of conduct.
• Collaborate positively with all SHP staff to cover essential customer services as necessary.
• Attendance at resident forums, meetings with the Council and external agencies as required.
• Assist with the calculations of service charge actuals, keeping to deadlines and assisting with the printing and enveloping of invoices.
• Carry out any other duties within the scope of the grade as required by the line manager.
• Carry out duties and responsibilities in accordance with SHP Core Values, Standards, Targets, Policies and Procedures.
• Respond to correspondence, telephone calls, emails and complaints in accordance with SHP service standards and timescales.
• Assist with calculation of service charge actuals.

Key Outcomes

SHP aims to be a sustainable business and the recovery of debts and service charges, together with the effective management of the garage stock are important elements of this. This role is key to ensuring leaseholders and debtors understand their obligations and ensure that service charges and debts are recovered in an empathetic but firm manner, meeting the required targets. This role involves liaison with other colleagues within Neighbourhoods, Property Services and Finance. Assistance with the accurate & timely charging of the services provided to leaseholders is also required.

Qualifications

• GCSE Maths and English at Grade C and above or equivalent

Desirable

• To hold a current valid UK full driving licence and have access to a motor vehicle
• Driving License Desirable
• Business Insurance/Own Car Desirable
• Enhanced DBS
• No Mobile Working
• Hybrid working
• Evenings/Weekends (Occasional Jobholders are required to undertake any other duties within their capabilities as may be reasonably require)