Housing Income & Accounts Officer (Temporary)

Sanctuary Group; Adderbury; On-site; GBP 30,000 - 37,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme

Life Assurance

Employee Advice Service

Cycle to Work scheme

Voluntary health plans

Wellbeing support

Staff Networks

Job summary

Sanctuary Housing Association in Banbury is seeking a Customer Account Officer to join the Income Services Homeownership team on a temporary basis (up to 6 months). The role handles rent queries and payments for Homeownership properties nationwide; it is phone and email-based and sits within a team of 10 to keep arrears within target.

You will act as a first point of contact for customers at risk, ensure compliance with income management regulations, build relationships with stakeholders, and

Qualifications

• Working knowledge of delivering high quality customer services including debt negotiation skills.
• Excellent telephone manner and good communication skills.
• Working knowledge of housing management/debt collection and related issues.
• Excellent attention to detail.
• Experience of administration relating to customer service and complaints.
• Proficient user of Microsoft packages including Word, Excel, Outlook and Teams.

Responsibilities

• Act as a first point of contact for customers who are at risk or subject to legal action, managing their accounts effectively through all methods of communication to ensure that complex cases are resolved and supported to prevent or assist with legal action and maximise income
• Meet all legislative and regulatory requirements for income management activities, ensuring the provision of quality income maximisation advice, to minimise loss of rental income. Ensure that all notice and pre court processes are correctly applied
• Develop and maintain relationships with key stakeholders such as customers, colleagues and external agencies (e.g. County Courts or legal representatives) to ensure the effective management of income services, identifying any shortfalls in service delivery and ensuring these are acted upon
• Proactively manage complaints for service area in line with policy, focusing on first contact resolution and the identification of future learning opportunities, to achieve customer service excellence

Skills

Debt negotiation

Telephone skills

Communication skills

Housing management

Administration

Microsoft Office

Tools

Word

Excel

Outlook

Teams

Job description

Sanctuary Housing Association in Banbury is seeking a Customer Account Officer to join the Income Services Homeownership team on a temporary basis (up to 6 months). The role handles rent queries and payments for Homeownership properties nationwide; it is phone and email-based and sits within a team of 10 to keep arrears within target.

You will act as a first point of contact for customers at risk, ensure compliance with income management regulations, build relationships with stakeholders, and