Customer Account Officer

Sanctuary Group; Banbury; Hybrid; GBP 30,000 - 37,000; Full time

Benefits offered by this job

25 days annual leave (pro rata)

Pension scheme with employer contrib.

Life Assurance

Employee Advice Service

Cycle to Work scheme

Wellbeing support

Job summary

Sanctuary Housing Association in Banbury is seeking a Customer Account Officer on a temporary basis for up to 6 months. You will handle rent queries and payments for Homeownership properties nationwide, working as part of a team of 10 to keep arrears within target.

The role involves first contact for customers at risk, liaising with Local Authorities on Universal Credit applications, and ensuring compliance with income management regulations.

Qualifications

• Experience in delivering high quality customer services including debt negotiation.
• Excellent telephone manner and good communication skills.
• Working knowledge of housing management, debt collection and related issues.
• Excellent attention to detail.
• Experience of administration relating to customer service and complaints.
• Proficient user of Microsoft Word, Excel, Outlook and Teams.

Responsibilities

• Act as first point of contact for customers at risk or subject to legal action, managing accounts effectively through all methods of communication to ensure complex cases are resolved and supported to prevent or assist with legal action and maximise income.
• Meet all legislative and regulatory requirements for income management activities, ensuring the provision of quality income maximisation advice, to minimise loss of rental income. Ensure that all notice and pre court processes are correctly applied
• Develop and maintain relationships with key stakeholders such as customers, colleagues and external agencies (e.g. County Courts or legal representatives) to ensure the effective management of income services, identifying any shortfalls in service delivery and ensuring these are acted upon
• Proactively manage complaints for service area in line with policy, focusing on first contact resolution and the identification of future learning opportunities, to achieve customer service excellence

Skills

Debt negotiation

Telephone manners

Housing management

Attention to detail

Administration

MS Office

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Job description

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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.

Customer Account Officer

Banbury

£33,356 per year (pro rata)

37.5 hours per week - Monday to Friday 9am – 5pm

Temporary position for up to 6 months

We have an opportunity for a Customer Account Officer to join our Income Services Homeownership team, based in Banbury on a temporary basis for up to 6 months. The main duties for this role will include handling rent queries and payments for Homeownership properties nationwide. This will include processing payments, setting arrangements and liaising with Local Authorities regarding Universal Credit applications. This is a phone and email-based role, working as part of a team of 10 to ensure arrears levels remain within target.

The role of Customer Account Officer will include:

• Act as a first point of contact for customers who are at risk or subject to legal action, managing their accounts effectively through all methods of communication to ensure that complex cases are resolved and supported to prevent or assist with legal action and maximise income
• Meet all legislative and regulatory requirements for income management activities, ensuring the provision of quality income maximisation advice, to minimise loss of rental income. Ensure that all notice and pre court processes are correctly applied
• Develop and maintain relationships with key stakeholders such as customers, colleagues and external agencies (e.g. County Courts or legal representatives) to ensure the effective management of income services, identifying any shortfalls in service delivery and ensuring these are acted upon
• Proactively manage complaints for service area in line with policy, focusing on first contact resolution and the identification of future learning opportunities, to achieve customer service excellence

Skills and experiences:

• Working knowledge of delivering high quality customer services including debt negotiation skills
• Excellent telephone manner and good communication skills
• Working knowledge of housing management/debt collection and related issues
• Excellent attention to detail
• Experience of administration relating to customer service and complaints
• 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 (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
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues

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

We work closely with the Home Office in order to prevent illegal working.

Sanctuary Housing Association, an exempt charity.