Customer Accounts Officer

GreenSquareAccord; Chippenham; On-site; GBP 34,000 - 37,000; Full time

Benefits offered by this job

Annual car allowance

Job summary

GreenSquareAccord in Birmingham is seeking a Customer Accounts Officer to join its Customer Accounts Team. You will help residents sustain their tenancies while ensuring rent and charges are managed fairly and effectively.

You will manage arrears, provide high-quality customer service, handle sensitive information, and work with local authorities and partner agencies to maximise income and support tenancy sustainment.

Qualifications

• Previous experience in arrears management, debt recovery or income management.
• Strong understanding of debt recovery processes and rent arrears.
• Experience working to targets in a fast-paced, changing environment.
• Excellent communication, negotiation and customer service skills.
• Ability to support vulnerable residents with empathy and respect.
• Strong organisational skills and accurate record-keeping.

Responsibilities

• Manage and recover arrears across housing tenures and a defined patch.
• Provide high standard of customer service and support tenancy sustainment.
• Handle sensitive information and maintain records in line with Data Protection.
• Carry out customer visits as part of the arrears recovery process.
• Collaborate with local authorities, DWP, courts and partner agencies.
• Prepare paperwork and present cases in court, with or without legal representation.
• Attend evictions as required following policies and procedures.
• Work with colleagues and partners to maximise income while achieving positive outcomes.

Skills

Arrears management

Debt recovery

Credit control

Income management

Communication skills

Negotiation

Empathy

Resilience

Record keeping

Court procedures

Job description

Make a difference through every customer conversation.

Are you experienced in income management, arrears recovery, debt recovery or credit control? Do you have the communication skills, empathy and resilience to support customers through challenging financial circumstances?

We`re looking for a Customer Accounts Officer to join our Customer Accounts Team in Birmingham. You`ll play an important role in helping residents sustain their tenancies, while ensuring rent and other charges are managed fairly and effectively.

Salary: £34,000-£37,000 and £750 annual car allowance

Contract: Permanent

Interview date: 25 August - face to face

What you`ll be doing

• Manage and recover arrears across a range of housing tenures and a defined customer patch.
• Provide a high standard of customer service, working with residents to find appropriate solutions and support tenancy sustainment.
• Handle sensitive and confidential information responsibly, maintaining accurate records in line with Data Protection requirements.
• Carry out customer visits where appropriate as part of the arrears recovery process.
• Work closely with local authorities, the Department for Work and Pensions (DWP), courts and other partner agencies.
• Prepare paperwork and present cases in court, with or without legal representation.
• Attend evictions where required, following relevant policies and procedures.
• Work collaboratively with colleagues and partner organisations to maximise income while achieving positive customer outcomes.

What we`re looking for

• Previous experience in arrears management, debt recovery, credit control or income management.
• A strong understanding of debt recovery processes.
• Experience working to targets in a busy, fast-paced and changing environment.
• Excellent communication, negotiation and customer service skills.
• The ability to support vulnerable residents with empathy, professionalism and respect.
• Strong organisational skills, with the ability to manage competing priorities and maintain accurate records.
• Knowledge of welfare benefits and housing legislation would be an advantage.
• Previous court experience, or experience working with local authorities, the DWP or other partner agencies, would be beneficial.

A DBS check will be required for the successful candidate, with further details provided following an offer of employment.