Customer Account Officer Banbury based with a balance of home and office working £32,043 - £33,729 per year 37.5 hours per week We have an opportunity for a Customer Account Officer to join our team based in Banbury. The main duties for this role will include handling rent queries and payments for Sanctuary Supported Living properties nationwide. This will include processing payments, setting arrangements and liaising with SSL schemes and Local Authorities regarding Housing Benefit and Universal Credit applications. This is a phone based role with email work as part of a team to ensure arrears levels are within target. The role of Customer Account Officer will include: Processing payments, setting arrangements and liaising with SSL schemes and Local Authorities regarding Housing Benefit, Universal credit applications Act as a first point of contact for customers who are at risk or subject to legal action, managing their accounts effectively through all methods of communication to ensure that complex cases are resolved and supported to prevent or assist with legal action, maximise income and sustain the tenancies/residencies of our customers Meet all legislative and regulatory requirements for income management activities, ensuring the provision of quality income maximisation advice Develop and maintain relationships with key stakeholders such as customers, colleagues and external agencies Proactively manage complaints for service area in line with policy, focusing on first contact resolution and the identification of future learning opportunities, to achieve customer service excellence Skills and experiences: Working knowledge of delivering high quality customer services including debt negotiation skills Excellent telephone manner and good communication skills Working knowledge of housing management/debt collection and related issues Excellent attention to detail Experience of administration relating to customer service and complaints Proficient user of Microsoft packages including Word, Excel, Outlook and Teams Why work for us? We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives. Our Benefits As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering: 25 days annual leave (rising to a maximum of 30 days) plus public holidays A pension scheme with employer contributions from Sanctuary Life Assurance Employee Advice Service including counselling Cycle to Work scheme Voluntary health plans Employee discounts Wellbeing support and tools Employee recognition scheme Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues Role salary is £32,043 (rising to £33,729 after 12 months, subject to satisfactory performance)