Customer Accounts Advisor

The Guinness Partnership; Oldham; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

The Guinness Partnership in Oldham is hiring a Customer Account Advisor on a 12-month fixed-term contract to support residents with rent account enquiries by phone, email and web chat.

You will help set up direct debits, discuss missed payments and repayment plans, and provide guidance to prevent arrears while delivering friendly, accurate service at the first point of contact.

Qualifications

• Experience delivering excellent customer service.
• Proven experience of debt prevention, collection and recovery.
• Strong verbal and written communication skills.

Responsibilities

• Handle rent account enquiries via phone, email and web chat.
• Set up direct debits and discuss payment plans.
• Discuss missed payments and repayment arrangements with residents.
• Provide guidance to help prevent arrears and resolve enquiries at first point of contact.
• Work in a busy team and contribute to service delivery.

Skills

Customer service

Debt prevention

Communication

Target-driven

Microsoft Office

Education

Level 2 English & Maths GCSE

Tools

Microsoft Office

Job description

We have an exciting opportunity for a Customer Account Advisor to 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 residents 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.

Essential Qualifications:

• Level 2 (C+ or 9-4 GCSE or equivalent) English and Maths.

If you are interested in finding out more about the key responsibilities of the role and to ensure you meet the essential criteria, please review the attached role profile.

Interviews will take place at our Oldham office on the 4th or 5th November 2026.

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