Customer Accounts Advisor
New Today
At The Guinness Partnership, the Rent, Service Charge, and Customer Accounts Team plays a vital role in protecting our income, enabling us to fulfil our social purpose: delivering high-quality homes and essential housing services to the residents who need them most.
We are expanding our team have new opportunities for
Customer Account Advisors
to join us on a full-time basis (35 hours per week) for a 12-month fixed-term contract.
About the Role
Customer Account Advisors provide vital support to our customers, including those in vulnerable circumstances, by handling a wide range of queries relating to rent accounts. These queries are managed through multiple contact channels, including telephone, web chat, and email. We aim to resolve enquiries at the first point of contact while delivering an exceptional customer experience.
Based within the Customer Service Directorate at our Oldham office, the team primarily engages with customers over the telephone. The central objective is to prevent customers from falling into debt and to support them in maintaining a healthy account balance. Responsibilities include setting up monthly direct debits for new customers, proactively contacting customers who have missed payments, arranging repayment plans to reduce arrears, and providing guidance on managing income to avoid future missed payments.
The Customer Accounts team operates on a rotational shift pattern covering our core hours of 8:00 am to 8:00 pm and offers hybrid working opportunities.
What are we looking for
We welcome applicants from a variety of professional backgrounds, previous experience in housing or collections is not essential, but you should have demonstrable experience in delivering excellent customer service. To succeed in this role, candidates must demonstrate dynamism, enthusiasm, and a target-driven approach, combined with a strong aptitude for negotiation. You will be an accomplished communicator, capable of managing challenging conversations while maintaining a high standard of service. You will thrive in a target-driven environment and find motivation in achieving results.
Skills/Experience Demonstrated experience in delivering excellent customer service. Proven background in debt prevention, collection, and recovery. Ability to work methodically, follow established procedures, and accurately record data and information. Previous experience in a target-driven environment. Strong oral and written communication skills. Proficiency in Microsoft Office applications.
Application Process Candidates shortlisted for the first stage of the process will be required to complete a short video exercise, answering two questions. A link to this exercise will be provided following shortlisting.
If you are interested in joining The Guinness Partnership and wish to apply for this role, please review the role profile to understand the full responsibilities and ensure you meet the essential criteria.
Please note, interviews will be held in person at our Oldham office from the week commencing 19th January.
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Benefits
• Holidays We offer 25
27 days holiday a year, plus bank holidays. We will also give you the opportunity to buy up to an additional 5 days. You will also receive additional holiday in line with your length of service (1 extra day per 5 years service, capped at 4 days). • Competitive Pension Scheme We will help you save for your retirement through our workplace pension scheme. Guinness match your contribution up to 9%. To help you get the most out of your pension contributions, we operate a salary sacrifice arrangement that means you will pay less National Insurance contributions. • Benefits Portal We have a lifestyle benefits scheme, pulling together a range of special offers and great deals. You can make some great savings on everyday shopping from fashion and electronics to travel, leisure and days out and weekly supermarket shopping. • Performance Pay Annual Performance Score bonus subject to eligibility • Life Assurance For peace of mind Guinness provides three times salary life cover in the event of your death • Health Plan Options There are a couple of health care schemes available depending on the post grade • VDU/DSE Free eye test vouchers every 2 years with £55 contribution to glasses if requires for VDU work • Access to the Finance wellbeing portal • Professional subscription annual payment • Travel season ticket loan • Car lease scheme TPBN1_UKTJ
- Location:
- Gb
- Job Type:
- FullTime
- Category:
- Accountancy;Customer Service