Housing Income & Arrears Specialist (Temp)

Sanctuary Group; Banbury; Hybrid; GBP 30,000 - 37,000; Full time

Benefits offered by this job

25 days annual leave (pro rata)

Pension scheme with employer contrib.

Life Assurance

Employee Advice Service

Cycle to Work scheme

Wellbeing support

Job summary

Sanctuary Housing Association in Banbury is seeking a Customer Account Officer on a temporary basis for up to 6 months. You will handle rent queries and payments for Homeownership properties nationwide, working as part of a team of 10 to keep arrears within target.

The role involves first contact for customers at risk, liaising with Local Authorities on Universal Credit applications, and ensuring compliance with income management regulations.

Qualifications

• Experience in delivering high quality customer services including debt negotiation.
• 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 Word, Excel, Outlook and Teams.

Responsibilities

• Act as first point of contact for customers at risk or subject to legal action, managing accounts effectively through all methods of communication to ensure 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 manners

Housing management

Attention to detail

Administration

MS Office

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft Teams

Job description

Sanctuary Housing Association in Banbury is seeking a Customer Account Officer on a temporary basis for up to 6 months. You will handle rent queries and payments for Homeownership properties nationwide, working as part of a team of 10 to keep arrears within target.

The role involves first contact for customers at risk, liaising with Local Authorities on Universal Credit applications, and ensuring compliance with income management regulations.