The role of Customer Account Officer will include:
1. 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 and maximise income
2. Meet all legislative and regulatory requirements for income management activities, ensuring the provision of quality income maximisation advice, to minimise loss of rental income. Ensure that all notice and pre court processes are correctly applied
3. Develop and maintain relationships with key stakeholders such as customers, colleagues and external agencies (e.g. County Courts or legal representatives) to ensure the effective management of income services, identifying any shortfalls in service delivery and ensuring these are acted upon
4. 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:
5. Working knowledge of delivering high quality customer services including debt negotiation skills
6. Excellent telephone manner and good communication skills
7. Working knowledge of housing management/debt collection and related issues
8. Excellent attention to detail
9. Experience of administration relating to customer service and complaints
10. 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:
11. 25 days annual leave (rising to a maximum of 30 days) plus public holidays
12. A pension scheme with employer contributions from Sanctuary
13. Life Assurance
14. Employee Advice Service including counselling
15. Cycle to Work scheme
16. Voluntary health plans
17. Employee discounts
18. Wellbeing support and tools
19. Employee recognition scheme
20. Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
21. Effective 1st April role salary is £33,356 (rising to £35,112 after 12 months, subject to satisfactory performance)
(if the link is unavailable please visit the Sanctuary careers website)