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Customer Accounts Officer
Job Posted: 2 days ago
Salary: £ Competitive
Job Type: Contract
Location: Nuneaton, Warwickshire
Expire in: a month
Job Description
Customer Accounts Officer
Location: Coton Road, CV11 5AA
Start Date: ASAP
Contract Duration: 3+ Months
Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week
Pay Rate: £17.47 per hour
Job Ref: (phone number removed)
Job Responsibilities
Maximize the Council’s rental income by identifying rent debt early and taking prompt actions to assist customers in meeting their tenancy obligations.
Commit to the Council’s Vision and work within its core values.
Understand and apply the concept of “Making Every Contact Count” (MECC).
Foster a supportive and consultative environment within the Housing Team.
Utilize technology to enhance communication and service delivery.
Adhere to relevant legislation and Council policies, such as Equal Opportunities, Health and Safety, and Customer Care.
Collaborate with staff within the Housing and Community Safety directorate and the wider Council to achieve service excellence.
Engage in personal development relevant to the role's duties and responsibilities.
Manage a caseload of rent accounts to recover and prevent arrears.
Provide an accurate and responsive rent account enquiry service.
Make decisions on cases requiring escalation to Court and coordinate legal proceedings related to rent arrears.
Represent the Council at Court Possession Hearings and Eviction Appeals.
Attend Rent Arrears Evictions.
Offer low-level advice on benefit claims and support customers with Universal Credit claims.
Contribute to the development and improvement of the Council’s Income Collection approach.
Work with other departments and agencies to maximize income for customers.
Conduct interviews to establish court or recovery actions and arrange payments.
Trace debtors with no forwarding address and update accounts, arranging write-offs if necessary.
Handle complex enquiries and provide responses through various communication channels.
Be aware of residents' issues and vulnerabilities, making necessary referrals for support.
Identify customers needing additional support and make referrals/signposting.
Collaborate with Tenancy Management Officers and ASB Officers to address tenancy concerns.
Adapt to new methods and procedures as they are introduced.
Perform additional duties appropriate to the role's grading.
Person Specifications
Demonstrable experience in delivering customer service excellence.
Experience dealing with challenging and vulnerable customers.
Educated to Level 2 on the National Qualifications Framework, including English and Maths.
Understanding of the benefits system, including Housing Benefit and Universal Credit.
Knowledge of challenges in the housing sector.
Excellent knowledge of the arrears recovery process.
Strong administrative, organizational, and planning skills.
Ability to exceed targets and deadlines under pressure.
Focused and target-driven, thriving in a performance-driven environment.
Passionate about providing high-quality customer service.
Well-developed questioning, listening, influencing, and negotiating skills.
Strong communicator with attention to detail.
Positive, flexible, and can-do attitude in a challenging environment.
Ability to adapt to different circumstances with a flexible approach.
Self-motivated and effective under pressure, resolving challenging situations.
Commitment to the Council’s Core Values and Vision.
Willingness to work outside office hours if required.
Access to and ability to use a motor vehicle for the role, with a valid driver's license.
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