Job Description
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
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 to ensure you meet the essential criteria.
Please apply with a CV that demonstrates how you meet the essential criteria.
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.
Interviews will be held in our Oldham office, week commencing 16th February.
TJTGP
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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 nearly 160,000 residents 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 residents, 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.
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.
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 to ensure you meet the essential criteria.
Please apply with a CV that demonstrates how you meet the essential criteria.
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.
Interviews will be held in our Oldham office, week commencing 16th February.
TJTGP
REEDTGP
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 nearly 160,000 residents 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 residents, 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.