Customer Accounts Advisor

Consortium; Greater London; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

The Guinness Partnership in London is seeking a Customer Accounts and Customer Support Advisor on a 6-month fixed-term, full-time basis. The role supports residents by managing rent accounts, advising on payments, and recovering debt within a hybrid West London office setup.

The role requires a Level 2 English and Maths qualification, and experience in customer service, arrears recovery, and negotiation. Interviews will be held in person at Craft Court.

Qualifications

• Experience delivering customer-focused services.
• Experience collecting rent arrears and housing debts.
• Strong negotiation and communication skills.
• Ability to carry out home visits for income recovery.
• Excellent record-keeping and attention to detail.
• GCSE English and Maths Level 2 or equivalent.

Responsibilities

• Manage a caseload of rent accounts and provide advice and support to residents.
• Take action to recover outstanding debt and prevent arrears.
• Negotiate sustainable repayment arrangements with residents.
• Make referrals to specialist services where appropriate.
• Carry out home visits in connection with income recovery and arrears prevention.

Skills

Customer service

Arrears recovery

Negotiation

Communication

Record keeping

Relationship building

Education

Level 2 English & Maths

Tools

County Court procedures

Job description

Customer Accounts and Customer Support Advisor role

6-month fixed-term, full-time position

Based at Craft Court office in West London, hybrid working available

Responsibilities include managing rent accounts and supporting residents

Essential to have Level 2 qualification in English and Maths

The Customer Accounts Team at The Guinness Partnership plays an important role in protecting our income, supporting tenancy sustainment, and helping residents manage their rent accounts. Their work enables Guinness to continue delivering high-quality homes and services to the people who need them most.

We have an opportunity for a Customer Accounts and Customer Support Advisor to join our team on a full-time, 6-month fixed-term basis. The role can be based at Craft Court office in West London. We currently offer hybrid working, combining office-based work with home working.

What we are looking for

As a Customer Accounts and Customer Support Advisor, you will manage a caseload of rent accounts, providing advice and support to residents while taking appropriate action to recover outstanding debt. You will work proactively with residents to prevent and reduce arrears, agree sustainable payment arrangements, identify financial support options, and make referrals to specialist services where appropriate. Working closely with colleagues and partner agencies, you will play an important role in maximising income, reducing arrears, and supporting residents to sustain their tenancies.

As a resident-focused organisation, we place equal importance on how we deliver our services and what we deliver. We are looking for candidates with experience of providing excellent customer service, managing customer accounts, and supporting residents to overcome financial difficulties.

You will also be able to demonstrate:

• Proven ability to deliver high-quality services within a customer-focused environment.
• Proven experience in the collection and recovery of rent arrears and other housing-related debts.
• Strong knowledge of County Court procedures, with experience of preparing and presenting cases in Court.
• Demonstrated ability to negotiate sustainable repayment arrangements and take appropriate enforcement action where necessary.
• To carry out home visits in connection with income recovery or arrears prevention.
• Experience building effective relationships with customers, colleagues and stakeholders.
• Good knowledge of social housing rent legislation and best practice.
• Strong communication, influencing and negotiation skills.
• Excellent attention to detail and accurate record-keeping skills.
• Level 2 qualification in English and Maths (GCSE Grade C/4 or above, or equivalent).

Interviews will be held in person at the Craft Court Office on the 26th or 27th November.

The salary advertised for this position includes an additional £4,000 London Local Job Supplement.

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