Customer Accounts Advisor

We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.

The One Housing Customer Services teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.

We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.

Join our Customer Services team as a Customer Accounts Advisor 

Our Customer Services teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.

We’re an organisation with strong values. We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.

The role

We have a fantastic opportunity for someone to join us in the position of Customer Accounts Advisor  in London. Your responsibilities will include:

• Responsible for the collection of housing related debt (current and former) as directed by the Customer Accounts Manager in line with all internal policies, procedures and process maps and
•  

  legislation

• Focus on early intervention to minimise legal action against our customers through signposting and support with welfare benefits and debt.
• Take firm but fair action on any customer who falls into arrears, including any legal procedures and appearances in Court to obtain possession of the property where necessary.
• Manage and monitor its customer accounts, to carry out actions where necessary (including home visits) and retain a central record of all communications with the customer.
• Pro-actively build excellent relationships with residents, customers and any internal or external stakeholders to ensure income is maximised.
• Meet all targets set and any relevant corporate objectives.
• Provide a customer service that deals with any queries promptly, clearly and accurately in a knowledgeable and professional way that resolves disputes and contributes positively to the customer experience.
• Ensure a collaborative approach between our Welfare Reform Team, Employment and Partnership Team, Housing Operations Teams and external stakeholders to maximise our income.

What you will need to succeed

We are looking for someone who believes in working together as part of a team, who shares our values and who is positive and friendly. The successful candidate will:

• A good working knowledge of legislation around tenancy management.
• General understanding of service charges and rents calculations.
• Good welfare benefits knowledge
• Demonstrable experience in issuing Court proceedings and advocacy.
• Professional qualification in income collection or debt collection.
• Good communication and negotiating skills.
• Knowledge of the Housing Sector and One Housing’s activities

The offer

Our Life@One benefits offer you an array of perks designed with your wellbeing in mind.

• Salary:£27-29k
• Your holidays are important to us. Take up to 28 days annual leave plus bank holidays.
• Lean travel. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
• Looking forward to your big bucket list trip? You can buy or sell up to five days annual leave each year.
• Get paid to do good. We offer you two days off on full pay each year to volunteer in our communities.
• Well done! With our colleague recognition programme you will know when you’ve done a #greatjob
• Learning never stops. One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
• We’re here for you. Our employee assistance programme offers counselling and support for you and your family 24/7.
• Stay book-smart. Take up to five paid days off per year to study toward a relevant qualification.
• Experience new things. We offer you a career break after 3 years’ continuous service.