Customer Accounts Advisor

£13,756.50 per annum + benefits | Bath | Hybrid 3 days per week

Permanent | 18.5 hours per week

Your Goals. Our Guidance. Together, we find clear solutions.

Providing an effective first point of contact for customers who wish to discuss their rent account, arrears owed to us helping customers to sustain a successful tenancy.  Providing administrative and practical support to the Customer Accounts Team.

What you'll be doing

• Setting up new direct debits and manage any changes, complying with all banking regulations and GDPR.

• Meeting deadlines for any relevant direct debit daily reports.

• Provide information and advice about all aspects of the customer charges, maximising payments, minimising arrears

• Provide early intervention for customers who owe us money

• Complete starter tenancy triage calls for our new customers. This is the first point of contact and introduction to the customer accounts team, services we provide and importance of ‘we are here to help’

• Manage enquiries from customers about their account(s) for all charges due to Curo, resolve queries and take appropriate follow up action

• Completing referrals from external and internal partners who are ready to engage with our Passport to Housing to team

• Ensure customers understand their responsibilities under the terms of their tenancy agreement, and that Curo complies with obligations in relation to the recovery of charges

• Supporting customers by completing referrals to the local foodbanks and any eligible energy support available.

• Have a basic understanding of the benefit system, and be able to give appropriate advice, support and signpost where applicable

• Negotiate and agree with customers, repayment of arrears at first point of contact, when the debt can be cleared within 12 weeks

• Undertake administration in relation to housing benefit and Universal credit payments. Identify any issues, speak to the relevant local authority and refer to the Account Manager when necessary

• Undertake timely logging of all documents received, calls and other records accurately

• Ensure that management systems, including IT systems, are kept up to date with customer details, actions taken and agreements made, clear audit trail

• Take personal responsibility for the health and safety of myself and others and ensure that I always work within Curo’s Health and Safety policy and procedures
  

What you'll get in return

Beyond a salary of £13,756.50 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.

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

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

• Demonstrate 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

• Evidence self-motivation to be able to lead myself and use initiative

• Demonstrate flexibility and meet changing requirements

• Demonstrate the ability to build the trust of customers

• Demonstrate experience of service delivery that is successful and customer focused

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

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

• Evidence a 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