We have an opportunity for a Customer Account Officer to join our Income Services Homeownership team, based in Banbury on a temporary basis for up to 6 months. The main duties for this role will include handling rent queries and payments for Homeownership properties nationwide. This will include processing payments, setting arrangements and liaising with Local Authorities regarding Universal Credit applications. This is a phone and email-based role, working as part of a team of 10 to ensure arrears levels remain within target. The role of Customer Account Officer will include:
- Act as a first point of contact for customers who are at risk or subject to legal action, managing their accounts effectively through all methods of communication to ensure that complex cases are resolved and supported to prevent or assist with legal action and maximise income
- Meet all legislative and regulatory requirements for income management activities, ensuring the provision of quality income maximisation advice, to minimise loss of rental income. Ensure that all notice and pre court processes are correctly applied
- Develop and maintain relationships with key stakeholders such as customers, colleagues and external agencies (e.g. County Courts or legal representatives) to ensure the effective management of income services, identifying any shortfalls in service delivery and ensuring these are acted upon
- Proactively manage complaints for service area in line with policy, focusing on first contact resolution and the identification of future learning opportunities, to achieve customer service excellence Working knowledge of delivering high quality customer services including debt negotiation skills
- Excellent telephone manner and good communication skills
- Working knowledge of housing management/debt collection and related issues
- Excellent attention to detail
- Experience of administration relating to customer service and complaints
- Proficient user of Microsoft packages including Word, Excel, Outlook and Teams View more detail about what it's like to work for our organisation, and what we offer on our Sanctuary careers pages at - www.sanctuary.co.uk/join-our-team
We work closely with the Home Office in order to prevent illegal working.
We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people's lives.
Our Benefits As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:
- 25 days annual leave (rising to a maximum of 30 days) plus public holidays (pro rata)
- A pension scheme with employer contributions from Sanctuary
- Life Assurance
- Employee Advice Service including counselling
- Cycle to Work scheme
- Voluntary health plans
- Employee discounts
- Wellbeing support and tools
- Employee recognition scheme
- Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
- Role salary is £33,356 (pro rata)
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Customer Account Officer employer: Sanctuary Group
Sanctuary Care is an exceptional employer that prioritises the well-being and professional growth of its employees. With a strong commitment to quality care, our Investors in People Gold accreditation reflects our supportive work culture, where every team member is valued and encouraged to thrive. Enjoy competitive benefits, including generous annual leave, health and wellbeing support, and ongoing training opportunities, all while making a meaningful impact in the lives of those we serve across the West Midlands and South West England.
