Customer Contact Specialist Debt Advisor - Housing

Job Description

Customer Contact Specialist Debt Advisor / Income Officer Housing, Rent Collections - Manchester areaOne of the most respected and admired housing associations in Manchester is recruiting fora Customer Contact Specialist Debt Advisor, ideally with rent experience in a social housing association. This is a 12-month maternity cover full time 35 hours per week, with potential to move into a permanent position within different teams within the business.Hybrid working of 3 days in the office, 2 from home is available.Youll be working as part of the specialist team within the Customer service team in head office, which is a short walk from the Metrolink in Didsbury. This role will be focused on maximising the collection of debt owed from former customers and colleagues.This will involve responding to incoming contacts from customers, as well as proactively contacting customers for payments and arrangements. As part of the specialist team youll also be providing advice and guidance to colleagues to minimise outstanding debts.Role Profile

• You will be contacting customers and colleagues promptly if their tenancy has terminated or colleagues have left with outstanding debt. Youll do this using a range of contact methods
• You will be processing payments made towards outstanding debts and setting up direct debits and agreeing repayment plans, monitoring them to make sure they are followed

You will use the various tracing and tracking packages to identify and verify former customers whereabouts if youre not able to locate a former customer

• You will instigate legal action for the recovery of debts when needed, including making money claims online
• You will prepare debts for write off/write on in line with our policy, and when needed youll pass over to the external debt collection agency
• You will manage credits on accounts to make sure that any refunds, transfers or adjustments are completed in timely manner
• You will recover any outstanding Housing Benefit/Universal Credits owed, and will appeal any overpayment decisions
• You will keep accurate records of all customer interactions and any advice given
• You will have the confidence to signpost customers for specialist debt advice where required
• You will recover any debt in relation to recharges, such as repairs
• You will be expected to support the Rent Specialists in peak times which may also include the verification of Universal Credit claims
• You will be expected to work flexibly between the hours of 8am and 6pm on a rota basis
• You will be working part of the week in the office and part of the week from home after an initial induction period

What you will need

• It is essential that you have experience of working in debt recovery
• It would be great if you have experience of working in a rent environment in social housing
• You will need experience of using negotiation/coaching style approaches to achieve positive outcomes
• You will need to have experience of detailed administration and recording procedures
• You will have the confidence and ability to persuade and influence customers, and make decisions supported by knowledge and experience
• You will be able to build effective relationships with colleagues and other stakeholders so you can find information and resolve problems
• You will have experience of using Microsoft office or similar
• You will be able to complete tasks in an accurate and timely manner when working under pressure
• You will have great written and verbal communication, as well as Good organisation skills and the ability to time-manage your workload

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed onmerit in accordance with the individuals skills, qualifications and abilities to perform the relevant duties required in a particular role.

Keyskills :
Rent CollectionsCustomer Contact Specialist Debt Advisor / Income Officer Housing