Customer Account Officer

Sanctuary Group; King's Sutton; Sur place; GBP 30 000 - 37 000; Plein temps

Avantages offerts par ce poste

25 days annual leave (pro rata)

Pension scheme with employer on tribu

Life Assurance

Employee discounts

Cycle to Work scheme

Wellbeing support

Résumé du poste

You will work to regulatory standards, support customers through complex cases, and contribute to service improvements. The package includes generous annual leave and comprehensive benefits.

Qualifications

• Experience in income management or rent/debt handling preferred.
• Strong communication skills for phone and email contact.
• Experience with complaints handling and customer service.
• Proficiency in Microsoft Word, Excel, Outlook and Teams.

Responsabilités

• Serve as first point of contact for customers at risk or in arrears, resolving accounts and supporting to prevent legal action.
• Process rent payments, set payment arrangements and liaise with Local Authorities on UC applications.
• Maintain compliance with regulatory requirements and ensure accurate income management processes.
• Foster relationships with customers, colleagues and external agencies to optimise service delivery.
• Handle inquiries via phone and email with high-quality, professional communication.

Connaissances

Telephone communication

Customer service

Debt collection

Attention to detail

Microsoft Office

Outils

Word

Excel

Outlook

Teams

Description du poste

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 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 View more detail about what it's like to work for our organisation, and what we offer on our Sanctuary careers pages at - www.sanctuary.co.uk/join-our-team

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

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.

Our Benefits 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
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is £33,356 (pro rata)