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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 <ul><li>Demonstrated experience in delivering excellent customer service.</li><li>Proven background in debt prevention, collection, and recovery.</li><li>Ability to work methodically, follow established procedures, and accurately record data and information.</li><li>Previous experience in a target-driven environment.</li><li>Strong oral and written communication skills.</li><li>Proficiency in Microsoft Office applications.</li></ul>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. TJTGP REEDTGP

Customer Accounts Advisor

Customer Liaison Officer Advertised is a full time, fixed term position required for 37 hours per week until 31/01/2027. The Customer Liaison Team consists of four members who are responsible for communication, engagement, and liaison across Housing Management, Building Maintenance, Housing Development, and Decarbonisation Programmes. As a Customer Liaison Officer, your role will cover a wide range of work related to housing, the Council's social tenants, and the wider community. You would be responsible for: <ul> <li>Delivering information to the public in a variety of formats, including letters, social media, press releases, audio/visual content, and web-based materials.</li> <li>Facilitating public events to encourage community engagement when sharing information.</li> <li>Acting as the lead officer on matters relating to community engagement across a range of project areas.</li> <li>Managing the Community Chest fund.</li> <li>Advising wider teams and stakeholders on effective communication and engagement.</li> <li>Supporting the delivery of the Council's Communication and Engagement Strategy.</li> </ul>The ideal candidate will be approachable, friendly, and enthusiastic, with excellent communication and organisational skills. You should be proactive, able to work independently, and have a strong curiosity to learn and solve problems. The role requires someone who can remain calm and positive when facing challenges or confrontation. Practical experience in the housing sector within a customer-focused environment is essential. Successful applicants will need to provide evidence of their highest qualification. Please refer to the job description above for more details on this vacancy and the person specification. Employment Checks This post is subject to a DBS disclosure check. Where it is appropriate for your role and responsibility, the personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by visiting <a href="https://www.cifas.org.uk/fpn" target="_blank">https://www.cifas.org.uk/fpn</a>. Applicants should ensure they have the right to work in the UK before applying for a vacancy. Please note that at this point, Pembrokeshire County Council is not accepting applicants who require a Skilled Worker visa as a prerequisite to a right to work in the UK. Applicants should ensure they have the right to work in the UK before applying for a vacancy. Guidance Note: Use of AI and Accuracy of Information: <ul> <li>We understand that applicants may choose to use tools such as generative AI to support the preparation of their application. While the use of such tools is permitted, it remains the applicant's full responsibility to ensure that all information submitted is factually accurate, truthful, and representative of their own skills, experiences and qualifications.</li> <li>Providing information that is false, misleading, or exaggerated, regardless of whether it was generated by AI or not, may result in disqualification from the recruitment process or dismissal if discovered after appointment.</li> <li>By submitting this application, you confirm that all content provided is accurate and submitted in good faith.</li> </ul>Safeguarding Safeguarding and protecting children and adults at risk is a high priority for Pembrokeshire County Council. We aim to support vulnerable children and adults at risk to ensure they are as safe as they can possibly be. We are committed to ensuring their safety and will take action to safeguard their well-being. The Council's Corporate Safeguarding Policy provides a framework for every member of staff and Service within the Council, setting out responsibilities in relation to safeguarding and protecting children and adults at risk as well as the methods by which the Council will be assured that it is fulfilling its duties. This policy applies to all Council employees and workforce, councillors, volunteers and also service providers that are commissioned by the Council. Safeguarding is everyone's business whether they work for, or on behalf of, the Council. Support &amp; Additional Info <ul> <li>Please contact the HR Systems Team as early as possible if you're unable to apply online by emailing <a href="mailto:hrsystemsteam@pembrokeshire.gov.uk" target="_blank">hrsystemsteam@pembrokeshire.gov.uk</a> .</li> <li>Please contact the Recruitment Team if you have any queries relating to this vacancy by emailing <a href="mailto:Recruit@pembrokeshire.gov.uk" target="_blank">Recruit@pembrokeshire.gov.uk</a> .</li> <li>Local Government Employees on National Joint Council (NJC) terms are subject to national pay bargaining; all salaries currently stated in our adverts are as 01/04/2025.</li> <li>Please note, we have a legal obligation to consider employees for suitable alternative employment if their posts are at risk; therefore prior consideration will be given to existing employees who meet the person specification and are registered on our redeployment pool.</li> </ul>Welsh language skills are desirable. Applications may be submitted in Welsh and will not be treated less favourably than applications submitted in English.

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