Customer Account Assistant

Sanctuary Group; Adderbury; On-site; GBP 27,000 - 30,000; Full time

Job summary

A national housing association based in Adderbury is seeking a Customer Account Assistant. The role involves managing customer accounts and providing support to tenants facing financial difficulties. The ideal candidate will have experience in account management and excellent communication skills. Benefits include up to 30 days of annual leave, pension contributions, and wellbeing support. A commitment to diversity and inclusion is at the core of the organization.

Benefits

25 days annual leave (increasing to 30)

Pension scheme with employer contributions

Life Assurance

Employee Advice Service including counselling

Cycle to Work scheme

Voluntary health plans

Wellbeing support

Employee Networks supporting inclusion

Qualifications

• Previous experience in an account management role or similar.
• Excellent communication and negotiation skills.
• Ability to meet deadlines and prioritise workloads.
• Strong interpersonal and customer care skills.
• Proficient user of Microsoft packages including Word, Excel, Outlook, and Teams.

Responsibilities

• Make contact with tenants regarding debts owed.
• Aim for first contact resolution and identify improvement opportunities.
• Deliver quality account management from the outset.
• Provide effective advisory services as per policies.
• Build strong relationships with customers and colleagues.

Skills

Account management experience

Communication skills

Negotiation skills

Time management

Interpersonal skills

Customer care skills

Proficiency in Microsoft Word

Proficiency in Microsoft Excel

Proficiency in Microsoft Outlook

Proficiency in Microsoft Teams

Job description

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

Customer Account Assistant

Adderbury, Oxfordshire

37.5 hours per week – Monday to Friday, 9:00am – 17:00pm

We have an opportunity for a Customer Account Assistant to join our team, based in Adderbury. The main purpose of the role is to review customer revenue accounts, providing early intervention, advice and guidance for customers in financial difficulty in line with the Housing Services Operational Plan and the wider aims of the Group.

Responsibilities

• Making contact with Tenants in respect of monies owed
• Aiming to provide first contact resolution and the identification of future learning opportunities
• Delivering high quality customer account management engaging at the earliest opportunity
• Ensuring the provision of an effective income advisory service in line with prescribed policies and practices
• Developing and maintaining relationships with customers and colleagues and across Housing to ensure the effective management of housing related services

Skills and experiences

• Previous experience in an account management role (or similar)
• Excellent communication and negotiation skills
• Previous experience of working to deadlines and prioritising workloads
• Excellent interpersonal and customer care skills
• Proficient user of Microsoft packages including Word, Excel, Outlook and Teams

Why work for us?

We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Wellbeing support and tools
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• £27,880 per annum (rising to £29,347 per annum after 12 months, subject to satisfactory performance)

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you — [e-mail]

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.
We work closely with the Home Office in order to prevent illegal working.
Sanctuary Housing Services Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.