Customer Accounts Advisor
The Guinness Partnership
Oldham, UK
Published 3 weeks ago
Tenant services
Full time
Job Description
Our Customer Account Advisors assist our customers, some of whom are in vulnerable situations, with a range of queries relating to rent accounts via various contact channels such as telephone, web chat and emails. Our aim is to resolve all our contact at first point, whilst providing an amazing customer journey.
About the role
We are looking for a part time Customer Accounts Advisors, (17.5 hours, specific hours to be discussed at interview), to join our team on a 12-month fixed-term contract.
The Customer Accounts team work on a rotational shift pattern covering our core operational hours of 8:00am-8:00pm and offers hybrid working opportunities.
The money our customers pay to us in rent or services is what we use to continue building even more homes for people that need them. That's why our Rent, Service Charge and Customer Accounts Team is so important to our success - because they help to protect our income and ensure that we can fulfil our social purpose.
The team is part of the Customer Service directorate based out of our office in Oldham and contact with customers is predominately over the phone. Our main purpose is to prevent customers getting into debt and ensure they maintain a healthy account balance. This involves working with new customers to set up monthly direct debits, proactively contacting customers when they have missed a payment, setting up plans to reduce arrears and giving tips and guidance about managing income and avoiding missed payments in the future.
What we're looking for
Our Customer Accounts Advisors come from a variety of different employment backgrounds, so we know that experience in housing or collections isn't essential. We know that to succeed in this role you need to be dynamic, enthusiastic and target driven with a passion for negotiation.
You will be a talented communicator with the ability to manage challenging conversations while delivering a great service. You will find working to targets exciting and motivating.
Desirable experience:
Level 2 (C+ or 9-4 GCSE or equivalent) English and Maths.
Location
Our Customer Service Centre is based in Oldham, and successful applicants will be able to work effectively work in both an office and a home-based environment.
If you feel you have what we are looking for then we would love to hear from you! The first step is hitting the 'apply' button and submitting your application online by uploading your CV and cover letter.
As part of our application process, you will be required to complete a short video where you will be asked to answer questions. You must complete the video using a mobile device or laptop by midday on Monday the 24th of March 2025. Face to face interviews will then take place on the 26th and 27th of March.
INDTGP
TJTGP
About Us
The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for around 140,000 customers nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.
The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
Our Customer Account Advisors assist our customers, some of whom are in vulnerable situations, with a range of queries relating to rent accounts via various contact channels such as telephone, web chat and emails. Our aim is to resolve all our contact at first point, whilst providing an amazing customer journey.
About the role
We are looking for a part time Customer Accounts Advisors, (17.5 hours, specific hours to be discussed at interview), to join our team on a 12-month fixed-term contract.
The Customer Accounts team work on a rotational shift pattern covering our core operational hours of 8:00am-8:00pm and offers hybrid working opportunities.
The money our customers pay to us in rent or services is what we use to continue building even more homes for people that need them. That's why our Rent, Service Charge and Customer Accounts Team is so important to our success - because they help to protect our income and ensure that we can fulfil our social purpose.
The team is part of the Customer Service directorate based out of our office in Oldham and contact with customers is predominately over the phone. Our main purpose is to prevent customers getting into debt and ensure they maintain a healthy account balance. This involves working with new customers to set up monthly direct debits, proactively contacting customers when they have missed a payment, setting up plans to reduce arrears and giving tips and guidance about managing income and avoiding missed payments in the future.
What we're looking for
Our Customer Accounts Advisors come from a variety of different employment backgrounds, so we know that experience in housing or collections isn't essential. We know that to succeed in this role you need to be dynamic, enthusiastic and target driven with a passion for negotiation.
You will be a talented communicator with the ability to manage challenging conversations while delivering a great service. You will find working to targets exciting and motivating.
Desirable experience:
- Proven experience of working in a customer service environment.
- Experience of debt prevention, collection, and recovery.
- Proven ability to work methodically, follow agreed procedures and accurately record data and information.
- Experience of dealing with customers sensitively in difficult situations.
- Knowledge of welfare benefits.
- Previous experience in a target driven environment.
- Experience of using contact centre systems and/or live chat services.
Level 2 (C+ or 9-4 GCSE or equivalent) English and Maths.
Location
Our Customer Service Centre is based in Oldham, and successful applicants will be able to work effectively work in both an office and a home-based environment.
If you feel you have what we are looking for then we would love to hear from you! The first step is hitting the 'apply' button and submitting your application online by uploading your CV and cover letter.
As part of our application process, you will be required to complete a short video where you will be asked to answer questions. You must complete the video using a mobile device or laptop by midday on Monday the 24th of March 2025. Face to face interviews will then take place on the 26th and 27th of March.
INDTGP
TJTGP
About Us
The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for around 140,000 customers nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.
The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.