This is an exciting opportunity for a customer-focused individual to join our income collection team. We are looking for someone who is resilient, well-organized, and able to handle challenging and sensitive conversations with customers.
What sets this role apart is that it is home-based, eliminating the need for travel to customers' homes or court hearings, providing better work-life balance. This role is ideal for someone who enjoys working in a fast-paced collections environment, is target-driven, but values a healthy work-life balance.
Working Week
You will be home-based, living within a 25-mile radius of Warrington, with regular visits to our Head Office in Birchwood, Warrington, for meetings and training. Initially, you will visit frequently during induction, then approximately twice a month for team days.
Your daily tasks will include managing a caseload of customers: reviewing rent accounts, contacting customers via phone and digital platforms, identifying arrears reasons, discussing repayment options, and offering basic benefit advice. For complex cases, you will collaborate with specialist teams to ensure the best outcomes for our customers and the organization.
Responsibilities
* Manage a designated patch of properties for rent and charges collection.
* Proactively support customers in making sustainable payments and benefit claims.
* Handle inbound calls and make decisions regarding legal actions when necessary.
Essential Skills and Experience
* Strong experience in collections.
* Excellent communication skills, capable of probing to understand financial issues.
* Experience with complex customer situations, including vulnerabilities.
* Understanding of the benefits system (Housing Benefit, Universal Credit).
* Ability to manage a varied caseload in a fast-paced environment.
Desirable Qualities
* Excellent customer care skills.
* Well-organized, self-motivated, and problem-solving abilities.
* Strong interpersonal skills.
This role requires understanding customer circumstances, asking questions, and supporting customers to resolve debt issues professionally.
Our organization, Your Housing Group, is a registered social landlord committed to helping people live in affordable quality homes. We are proud to be a leading sector employer, reinvesting in properties and expanding our housing stock. We offer a competitive salary (£27,898 - £29,000), 25 days holiday, and a range of benefits including home working, pension contributions, healthcare, and discounts.
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