Customer Accounts Advisor

The Guinness Partnership; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

London Local Job Supplement

Job summary

The Guinness Partnership is hiring a Customer Accounts and Customer Support Advisor on a full-time, 6-month fixed-term basis in London. The role combines office work with home-based tasks and involves managing rent accounts, recovering arrears, and supporting residents to stay in their homes.

You will provide high-quality customer service, negotiate repayment plans, and refer residents to specialist services as appropriate.

Qualifications

• Experience delivering customer service and managing rent accounts.
• Experience collecting rent arrears and housing debts.
• Knowledge of County Court procedures and presenting cases.

Responsibilities

• Manage a caseload of rent accounts and advise residents.
• Negotiate sustainable repayment plans and take enforcement actions when needed.
• Make referrals to specialist services and carry out home visits.
• Collaborate with colleagues and partner agencies to reduce arrears.

Skills

Customer service

Rent accounts

Arrears collection

County Court procedures

Negotiation

Home visits

Stakeholder relationships

Housing legislation

Attention to detail

Communication skills

Education

GCSE English & Maths

Job description

Job Description

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.

Job Description

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.

Essential Qualifications

• 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.

About Us

The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for nearly 160,000 residents nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our residents, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.

The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.