Customer Service Advisor

Description:

Your new company
You will be joining a well-established public-sector organisation based in Greater Manchester, providing essential services and support to the local community. You will work within a busy, customer-focused team that supports residents with their rent accounts and helps individuals manage outstanding balances.

Your new role

Contacting residents regarding outstanding rent balances and missed payments.
Managing inbound and outbound telephone calls relating to rent accounts and arrears.
Discussing individual circumstances to understand the reasons behind non-payment.
Agreeing realistic repayment arrangements with customers in accordance with internal procedures.
Encouraging customers to maintain regular rent payments and reduce outstanding balances.
Taking payments and ensuring transactions and arrangements are recorded accurately.
Monitoring existing payment arrangements and following up where agreed payments have been missed.
Providing a high standard of customer service to residents who may be experiencing financial difficulties or vulnerable circumstances.
Updating internal systems with accurate notes following all customer contact.
Responding to queries through telephone, email and written correspondence.
Signposting residents to appropriate internal or external support where additional financial or welfare assistance may be required.
Working closely with colleagues across housing, income and support services to resolve customer queries.
Escalating more complex or persistent arrears cases through the appropriate internal channels.
Managing a workload effectively and ensuring follow-up actions are completed within required timescales.What you'll need to succeed

In order to succeed, you will need previous experience working in a fast-paced rent arrears role, you will have used the QL system and be comfortable having difficult conversations. You will be organised, have high attention to detail and a confident communicator.

What you'll get in return

In return, you will receive a competitive rate of pay, the potential for a contract extension and excellent company benefits.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV.

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