Customer Accounts Advisor

The Guinness Partnership; Oldham; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

The Guinness Partnership in Oldham is hiring a Customer Account Advisor on a 12-month fixed-term contract, with hybrid working and shifts between 8:00am and 8:00pm. You will handle rent account enquiries via phone, email and web chat, helping residents manage accounts and prevent arrears.

We're looking for experience in customer service, debt prevention and a confident communicator who can work toward targets while delivering excellent service at the first point of contact.

Qualifications

• Experience delivering excellent customer service.
• Proven experience of debt prevention, collection and recovery.
• Confidence handling sensitive and challenging conversations.
• Experience working in a target-driven environment.
• Strong verbal and written communication skills.
• Good IT skills, including Microsoft Office applications.

Responsibilities

• Handle rent account enquiries via telephone, email and web chat.
• Set up direct debits for residents.
• Discuss missed payments with residents and agree repayment plans.
• Provide guidance to help prevent arrears.
• Deliver excellent service and resolve enquiries at first point of contact.

Skills

Customer service

Debt recovery

Communication

Target-driven

Office skills

Relationship-building

Tools

Microsoft Office

Job description

We have an exciting opportunity for aCustomer Account Advisorto join our team in Oldham on a 12-month fixed-term contract.

The Rent, Service Charge and Customer Accounts Team plays a key role in helping us protect our income, so we can continue to provide homes and services for our residents.

As a Customer Account Advisor, you will support customers with a range of rent account enquiries through telephone, email and web chat. You will help residents manage their accounts by setting up direct debits, discussing missed payments, agreeing repayment plans and providing guidance to help prevent arrears. You will be part of a busy, customer-focused team committed to delivering excellent service and resolving enquiries at the first point of contact.

This role is based in our Oldham office and offers hybrid working. The team works on a rotational shift pattern between 8:00am and 8:00pm.

What we are looking for

We are a resident-focussed organisation, so we know that how we do things is just as important as what we do. You will not only be experienced in delivering excellent customer service, but you will also have strong communication and relationship-building skills. You will also be able to demonstrate:

• Experience delivering excellent customer service.
• Proven experience of debt prevention, collection and recovery.
• Confidence handling sensitive and challenging conversations.
• Experience working in a target-driven environment.
• Strong verbal and written communication skills.
• Good IT skills, including Microsoft Office applications.