Rent Support Specialist

Job Description

Region : Flexible - Northwest UKWhat you can expect from them

• They offer a competitive salary of £27,650
• 32 days annual leave plus bank holidays
• Opportunity to further increase annual leave with service or through the holiday purchase scheme.
• Immediate entry to their Pension scheme (matched contributions up to 10%).
• A great flexible working environment, with a range of family friendly policies.
• Simply Health cash plan with financial benefits and the option to extend to your family.Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
• Paid leave for absence including sickness, maternity, paternity, and adoption leave.
• Access of up to £150 annually through the Learning for life’ scheme.
• Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.
• Develop your career with support and access to training and qualifications allowing you to develop your professional development to MRICS.

About the roleDue to an internal restructure to better align with their customer needs, Our client is looking to recruit several Early Intervention Specialists within their new Customer Accounts and Money Advice Team.Working closely with their Customer Account Managers the focus will be to provide proactive and early intervention support to lower-level arrears cases, supporting their customers in sustaining their tenancies and leases and protecting their income.Successful candidates will be able to work proactively and supportively whilst maintaining an assertiveness to dealing with customers. They will also have great negotiation skills and be creative in their solution driven approach to customer needs.Overall, all they are looking to recruit candidates that can demonstrate a positive attitude, enthusiasm, and resilience to delivering income solutions to their customers in a creative and respectful way.You do not necessarily have to have previous income management or social housing experience to be successful.This role is a home-based role with the requirement to attend the office weekly.Key responsibilities Rent and Service Charge Accounts and Sundry Debts

• Management of rent and service charge accounts up to court level for all tenures across them
• Assist with tenancy sign-ups, informing customers of required payment in advance and their responsibility for ongoing payments.
• Ensure customers and former customers are contacted via various methods at the appropriate times to secure payments and maintain high income collection; using technology effectively to make sure they’re having the right conversation with the right customersat the right time.
• Take accountability for handling income related inbound and outbound customer interaction via various channels, working collaboratively with the Customer Services Team
• Working proactively with colleagues to achieve high levels of performance and seek out opportunities for efficiencies.

Legal Action

• Ensure action taken complies with pre-action protocols and Equality Act requirements prior to hand off to the Customer Accounts Specialist where applicable.

Welfare Benefits

• Provide accurate advice and assistance to maximise income for customers.
• Refer customers to internal and external agencies as appropriate.

Collaborative Working

• Work effectively with internal service areas to deliver a holistic package of housing related services to customers and maintain high income collection.
• Work with external agencies to achieve the best outcome for the customer and the business.

Customer Service

• Deliver excellent customer service to their customers on a consistent basis; offering a bespoke tailored service to ensure high levels of satisfaction and outcomes, whilst adhering to the Customer Charter and delivering the quality of service set out intheir Style Guide

What skills, knowledge and experience do you need•Willingness to develop knowledge and awareness of related housing regulations/ law.•Ability to take an assertive yet supportive approach to negotiate successful outcomes for them, Contour Property Services, S4B and their customers.•Demonstrates high levels of motivation and resilience combined with enthusiasm, commitment and a curious, inquisitive approach to challenge and seek continuous improvement.•Experience of delivering high levels of Customer Service.•Experience of liaising with external partners.•Ability to adapt to change to improve performance.•Competent user of technology with an understanding of its role in communication and driving business success.•Good understanding of the social, economic, and political context in the neighbourhoods in which they operate.•Excellent written and oral communications skills, conveying information in a suitable and relevant way.•IT skills - Microsoft office to Intermediate level.Essential Qualifications• Educated to GCSE standard or equivalent qualification/ experience.Desirable:• Relevant professional qualification e.g., CIH.• GCSE English and Mathematics at Grade C or 4 and aboveAbout themThey are one of the largest registered providers of social housing in the Northwest, with 35,000 properties across in 52 neighbourhoods across the region.They believe that everyone deserves a place to call their own, which is why they’re committed to building 500 new homes each year. They do more than just provide a roof over their customers’ heads, they’re here to make a real difference.In addition to creating positive spaces for their customers they continuously strive to create a positive and progressive workspace to enable their colleagues to achieve their full potential.

Keyskills :
Customer AccountsCustomer ServicesProfessional DevelopmentAccountabilityService Areas