Customer Accounts Advisor - Tenancy Services

£27,513 per annum + benefits | The Maltings, Bath | Permanent

Full Time | 37 hours per week

Closing date: Monday 22nd December 2025

Your Service. Our Customers. Together, we deliver a shining experience.

An excellent opportunity to act as the first point of contact for customers discussing their rent accounts and arrears, offering clear advice and early support to help sustain successful tenancies, while providing efficient administrative and practical support to the Customer Accounts Team.

What you'll be doing

• Set up and manage Direct Debits, including changes, ensuring compliance with banking regulations and GDPR, and meeting all daily reporting deadlines.

• Provide clear advice on customer charges, maximising payments, minimising arrears and delivering early intervention where accounts fall into debt.

• Act as the first point of contact for new customers, completing starter tenancy triage calls and introducing the customer accounts service with a supportive, “here to help” approach.

• Manage customer account enquiries across all Curo charges, resolving issues and taking appropriate follow-up action.

• Process referrals from internal and external partners, including engagement with the Passport to Housing team.

• Ensure customers understand their tenancy responsibilities, while supporting Curo’s compliance with charge recovery obligations.

• Support customers through referrals to foodbanks, energy support schemes and other appropriate assistance.

• Maintain a working knowledge of the benefits system, providing advice, support and signposting where appropriate.

• Negotiate and agree arrears repayment plans at first contact where debts can be cleared within 12 weeks.

• Administer Housing Benefit and Universal Credit payments, liaising with local authorities, identifying issues and escalating to Account Managers when required.

• Accurately log all documentation, calls and actions, maintaining up-to-date systems, records and clear audit trails.

What you'll get in return

Beyond a salary of £27,513 and the chance to make a difference every day, you'll get:

• 26 days annual leave per year (plus bank holidays), increasing to 29 days

• Your birthday off as an extra holiday

• Up to 10% matched pension contribution

• Hybrid working (3 days in office, 2 days at home)

• Flexible benefits which might include a Health Cash Plan

• Access to an Employee Assistance Programme for your wellbeing

More about you

• Experience of administration support and using systems.

• The ability to deal sensitively with enquiries from customers about financial matters in a fair and consistent way

• Excellent communication skills and be confident in communicating with diverse audiences in both written and verbal communications

• Numerical skills and logical approach to ensure our data continually improves in accuracy

• Evidence a methodical, organised approach to work with the ability to handle a busy, varied workload and to cope with interruptions and changes calmly

• Self-motivation to be able to lead myself and use initiative

• Flexibility and meet changing requirements

• The ability to build the trust of customers

• Experience of service delivery that is successful and customer focused

• The ability to manage the pressure of meeting targets and deadlines

• Evidence experience of working collaboratively with others both internally and externally

• A proven track record of personally achieving targets

About Curo

We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide.

We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone --- if you need any adjustments to help you apply or interview, please contact our recruitment team at recruitment@curo-group.co.uk