The role
We're looking for talented individuals to join us as Customer Accounts Officers within our dedicated Customer Transactions department. This is an exciting opportunity for someone with an interest in revenue maximisation and collection, through a prompt and consistent arrears management and debt recovery service. The ideal candidate will be a good communicator, a strong negotiator and should be able to use their skills to work well with internal colleagues and external stakeholders.
As a Customer Accounts Officer, you will manage a range of accounts which may include homeowners, social tenures, former and sundry debt, and commercial and market tenures. You will work to balance our belief that rent should be paid with our corporate aim to sustain tenancies and provide excellent service in every customer contact.
Reporting to the Customer Accounts Team Manager, you’ll deliver a high-quality arrears collection service for Southern Housing residents, former residents, and homeowners and you will initiate high-volume customer contact through a range of different channels while also contributing to our arrears targets by achieving your own personal KPIs.
This role is based in our Kent Science Park, Sittingbourne Office. Following the completion of your probation period, hybrid working will be provided as agreed with line management.
What you'll need
1. The ability to build and maintain specialist knowledge for effective arrears management.
2. Good communication skills (written and oral) including a strong telephone presence.
3. Excellent customer service and complaint handling skills.
4. Good negotiation and influencing skills.
5. A drive to achieve wide-ranging KPIs and provide a first-class service.
6. You'll be self-motivated and able to organise and prioritise high volume workloads.