At a Glance
- Tasks: Support residents in managing housing debt and find sustainable solutions.
- Company: Join a proactive team focused on customer support and income recovery.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and resident-focused outcomes.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in customer service or transferable skills; strong communication and analytical abilities.
The predicted salary is between 26900 - 29721 € per year.
Location: Hybrid working – based from our Bradford office
Salary: £26,900 rising to £29,721 upon successful completion of a 6-month probation period
Contract: Full Time | Fixed-Term Contract (12 months)
About the role
We’re looking for a proactive and customer-focused Customer Accounts Advisor to join our Customer Accounts team. This is an opportunity to play an important role in supporting residents while helping reduce housing debt through a proactive and supportive approach to income recovery. You’ll manage a varied caseload across multiple regions, dealing with current and former residents across rented and homeownership accounts. Working closely with local managers and operational colleagues, you'll help residents find sustainable solutions while balancing resident support with effective income recovery. Our team aims to challenge traditional perceptions of income recovery by focusing on understanding individual circumstances, identifying barriers, and providing support wherever possible. We assess affordability, analyse trends and behaviours, signpost residents to internal and external services, and aim to resolve issues without court action whenever appropriate.
Key responsibilities
- Manage arrears cases in line with internal policies and procedures, from initial contact through to legal action where required
- Prepare and manage court applications and support cases through legal proceedings
- Handle inbound and outbound calls, including discussing payment options, setting up sustainable repayment arrangements and processing payments
- Build positive working relationships with residents to understand their circumstances and identify suitable solutions
- Support operational colleagues with complex cases and provide guidance on policies and processes
- Assist with training and knowledge-sharing across teams where required
- Work collaboratively to identify early intervention opportunities and support residents through available technology and face-to-face engagement
- Respond to and manage queries relating to Housing Benefit, Universal Credit, Local Authorities and other relevant stakeholders
- Analyse account information and reports to identify trends, assess risk and determine appropriate action plans
- Produce case summaries and provide regular updates and commentary to key stakeholders, including supporting discussions around arrears performance
About you
Experience within arrears management, debt recovery, housing income, or a similar customer-focused environment would be beneficial; however, we welcome applicants with transferable skills and relevant experience. You will also have:
- Excellent written and verbal communication skills with strong attention to detail
- The ability to build positive and effective relationships with residents and stakeholders
- A flexible and resilient approach with the ability to adapt in a fast-paced and changing environment
- A genuine passion for delivering resident-focused outcomes
- Strong organisational skills with the ability to prioritise workloads and manage competing demands
- Confidence managing a varied caseload and making informed decisions
- Good analytical skills and the ability to identify trends and assess risk
- Strong IT skills, including working knowledge of Microsoft Office applications, particularly Excel, Outlook and Word
Customer Accounts Advisor employer: Anchor
As a Customer Accounts Advisor at our Bradford office, you will join a supportive and dynamic team dedicated to making a positive impact on residents' lives through effective income recovery strategies. We pride ourselves on fostering a collaborative work culture that values employee growth, offering training opportunities and a clear path for career advancement. With a hybrid working model, competitive salary progression, and a focus on understanding individual circumstances, we provide a meaningful and rewarding environment for those passionate about customer service and community support.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Accounts Advisor
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on the organisation's values and mission. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. The more comfortable you are with your answers, the more confident you'll feel during the actual interview.
✨Tip Number 3
Show off your skills! Bring examples of your past work or experiences that relate to the role. Whether it's a project you managed or a problem you solved, having tangible evidence can really set you apart from other candidates.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Accounts Advisor
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Accounts Advisor role. Highlight your relevant experience in arrears management or customer service, and show us how your skills align with our mission of supporting residents.
Showcase Your Communication Skills:Since excellent written and verbal communication is key for this role, use your application to demonstrate these skills. Keep your language clear and concise, and don’t forget to proofread for any typos or errors!
Highlight Your Problem-Solving Abilities:We love candidates who can think on their feet! Share examples of how you've successfully navigated challenges in previous roles, especially those that involved helping customers find solutions to their issues.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at Anchor
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Accounts Advisor and the key responsibilities involved. Familiarise yourself with income recovery processes and how they impact residents. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role involves a lot of interaction with residents, practice articulating your thoughts clearly. Prepare examples of how you've effectively communicated in previous roles, especially in challenging situations. This will demonstrate your ability to build positive relationships and handle sensitive conversations.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've successfully resolved issues or helped someone find a solution. Be ready to discuss how you assess situations, identify barriers, and implement effective strategies. This will highlight your proactive approach and commitment to supporting residents.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the challenges they face in income recovery, and how success is measured in this role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
