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- Tasks: Manage customer accounts and represent Onward Homes in court to protect income.
- Company: Onward Homes is a leading social housing provider in the Northwest, committed to building new homes.
- Benefits: Enjoy 32 days annual leave, flexible working, and a health cash plan with family options.
- Why this job: Make a real difference in people's lives while developing your career in a supportive environment.
- Qualifications: Experience in debt recovery and legal processes is essential; tech-savvy candidates preferred.
- Other info: This is a home-based role with occasional travel required across Manchester.
The predicted salary is between 30000 - 40000 £ per year.
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- We offer a competitive salary of £35,800
- 32 days annual leave plus bank holidays a total of 40 days paid holiday per annum which is equivalent to 8 weeks.
- Opportunity to further increase annual leave with service or though the holiday purchase scheme.
- Immediate entry to our 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.
What You Can Expect From Us
- We offer a competitive salary of £35,800
- 32 days annual leave plus bank holidays a total of 40 days paid holiday per annum which is equivalent to 8 weeks.
- Opportunity to further increase annual leave with service or though the holiday purchase scheme.
- Immediate entry to our 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.
About The Role
We are looking for Customer Accounts Specialist to join our Customer Accounts & Money Advice team on a 12 month fixed-term basis.
This role is a home-based role, where there is no daily requirement to attend an office but with requirement to attend site/office as and when required to perform your duties. This is a Manchester based role, however will include a requirement to travel throughout Onward offices and neighbourhoods and occasional out-of-hours work to meet the needs of the business and role.
The purpose of role is to work within the Customer Accounts team to effectively manage higher-level arrears cases and represent the organisation at court to protect Onward’s income and maximise performance and help to sustain our customers’ tenancies.
This role has a current requirement to be able to travel throughout the Manchester region for home visits and court attendance and anchor days. However travel across all regions will be required to meet the needs of the business.
Key Responsibilities
Rent and Service Charge Accounts
- Creatively manage rent and service charge accounts at court level and above; being curious, proactive and always striving to de-escalate to ensure sustainability across tenures within Onward Homes, Contour Property Services and S4B.
- Play a key role in the achievement of the teams KPI’s by taking ownership for personal performance to achieve targets.
- Ensure prompt and appropriate action is taken on all accounts to prevent further escalation. Carry out audits on arrears cases, ensuring cases are managed effectively and in compliance with the Income Management policy.
- Provide guidance to team members and highlight concerns to the Customer Accounts Manager where cases are not being managed. Along with other types of customer engagement, carry out home visits to customers to improve income collection and prevent escalation.
- Approve rent refunds, rent adjustment and invoice payments, and support the team with queries and issues when raised.
Legal Action
- Take responsibility for all legal action including attending possession hearings and evictions; ensuring compliance with housing regulation and law.
- Effectively prepare and present cases for court, challenging representations made by customers and representatives to secure the best outcome for Onward, Contour Property Services and S4B.
Welfare Benefits
- Provide accurate advice and assistance to customers to maximise income for customers. Refer customers to internal and external agencies as appropriate.
Partnership Working
- Work effectively with internal service areas to deliver a holistic package of housing related services to customers and maintain high income collection.
- Maintain and develop strong relationships with external partners such as The Court Service, Advice Agencies, Solicitors and Local Authorities.
Customer Service
- Deliver excellent customer service to 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 in the Onward Style Guide.
Essential
Skills, Knowledge and experience
- In depth knowledge and understanding of legal framework related to debt recovery.
- Good working knowledge of welfare benefits.
- Experience of preparing Legal paperwork, presenting cases in Court and attending evictions.
- Competent user of technology with a clear understanding of its role in communication and driving business success.
Desirable
- Experience of working with specialist income areas e.g., Supported, Leasehold, Market Rent and Commercial.
About Onward
Onward Homes is one of the largest registered providers of social housing in the Northwest, with 35,000 properties across in 52 neighbourhoods across the region.
We believe that everyone deserves a place to call their own, which is why we’re committed to building 500 new homes each year. We do more than just provide a roof over our customers’ heads, we’re here to make a real difference.
In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential.
We embrace diversity and strive for diverse teams to create an inclusive culture which enables Onward to thrive and be representative of the communities that we serve. We want to ensure that everybody has an opportunity to be part of our recruitment processes and will therefore make reasonable adjustments to accommodate our candidates. Please let us know if there is anything we can do to assist you with our recruitment process via the email address below.
If candidates have any questions in relation to the role at any stage of the recruitment and selection process they can contact the HR team on and a member of the HR Team will be in touch.
Please note that we reserve the right to close the vacancy early prior to the closing date.
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Customer Accounts Specialist (Income) employer: Onward Homes
Contact Detail:
Onward Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Accounts Specialist (Income)
✨Tip Number 1
Familiarise yourself with the legal framework related to debt recovery and welfare benefits. This knowledge will not only help you in interviews but also demonstrate your commitment to understanding the role's requirements.
✨Tip Number 2
Network with professionals in the housing sector, especially those who have experience in customer accounts or income management. Engaging with them can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare for potential interview scenarios by practising how you would handle difficult customer situations or legal proceedings. This will showcase your problem-solving skills and ability to remain calm under pressure.
✨Tip Number 4
Research Onward Homes thoroughly, including their values and recent initiatives. Tailoring your conversation to align with their mission can make a strong impression during interviews.
We think you need these skills to ace Customer Accounts Specialist (Income)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Customer Accounts Specialist position. Tailor your application to highlight relevant experiences that align with these expectations.
Highlight Relevant Experience: Emphasise any previous experience in debt recovery, legal paperwork preparation, or customer service. Use specific examples to demonstrate your skills in managing accounts and providing excellent customer support.
Showcase Your Skills: Make sure to mention your knowledge of welfare benefits and the legal framework related to debt recovery. Highlight your ability to work with technology and how it has contributed to your success in previous roles.
Craft a Strong Cover Letter: Write a compelling cover letter that not only introduces yourself but also explains why you are passionate about the role and how you can contribute to Onward Homes. Be sure to express your commitment to their mission of making a difference in the community.
How to prepare for a job interview at Onward Homes
✨Understand the Legal Framework
Make sure you have a solid grasp of the legal framework related to debt recovery. This knowledge will be crucial when discussing your experience and how it applies to the role, especially when preparing for court cases.
✨Showcase Your Customer Service Skills
Prepare examples that demonstrate your ability to deliver excellent customer service. Highlight situations where you've tailored your approach to meet individual customer needs, as this aligns with Onward Homes' commitment to customer satisfaction.
✨Familiarise Yourself with Welfare Benefits
Since the role involves providing advice on welfare benefits, brush up on your knowledge in this area. Be ready to discuss how you can assist customers in maximising their income and navigating the benefits system.
✨Demonstrate Proactive Problem-Solving
Be prepared to discuss how you've creatively managed challenging situations in the past. Onward Homes values proactive approaches, so share examples of how you've de-escalated issues or improved processes in previous roles.
