Customer Account Assistant

Sanctuary Group; Adderbury; Hybrid; GBP 28,000; Full time

Job summary

A not-for-profit housing association is seeking a Customer Account Assistant to assist in managing customer revenue accounts and provide guidance for those in financial difficulty. Ideal candidates will have account management experience and excellent communication skills. This role offers a competitive salary and a mix of home and office working.

Benefits

25 days annual leave

Pension scheme with employer contributions

Life Assurance

Employee Advice Service

Cycle to Work scheme

Voluntary health plans

Wellbeing support and tools

Qualifications

• Previous experience in an account management role (or similar) is required.
• Excellent communication and negotiation skills are essential.
• Ability to work to deadlines and prioritize workloads.
• Excellent interpersonal and customer care skills.

Responsibilities

• Review customer revenue accounts and provide early intervention for customers in financial difficulty.
• Make contact with homeowners regarding monies owed.
• Deliver high-quality customer account management.
• Ensure effective income advisory service in line with policies.
• Develop and maintain relationships with customers.

Skills

Account management experience

Communication skills

Negotiation skills

Interpersonal skills

Proficient in Microsoft Word

Proficient in Microsoft Excel

Proficient in Microsoft Outlook

Proficient 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.

Banbury based with a balance of home and office working

£27,880 per year (pro rata)

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

Temporary position for up to 12 months – 2 positions are available

The Role

The main purpose of these roles 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.

The role of Customer Account Assistant will include:

• Making contact with Homeowners 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) and excellent communication and negotiation skills are required.

• 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.

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays (pro rata)
• 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

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.

Sanctuary is committed to being an inclusive employer and welcomes applications from diverse backgrounds. We are a Disability Confident employer and will make adjustments throughout your application process.

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.