At a Glance
- Tasks: Help customers find sustainable solutions and manage accounts effectively.
- Company: Join Southern Housing, a leading housing provider dedicated to residents' needs.
- Benefits: Enjoy hybrid working options, career growth, and a supportive team environment.
- Other info: Collaborate with various teams to maximise income and support residents.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong communication skills and a customer-focused mindset are essential.
The predicted salary is between 33750 - 41250 £ per year.
We’re looking for motivated, customer focused people who enjoy solving problems and helping customers find sustainable solutions. At Southern Housing, we believe in delivering fair, respectful and effective services — and this role plays a vital part in supporting residents while protecting our income.
Reporting to a Customer Accounts Team Manager, you’ll be responsible for delivering a high quality arrears collection and debt recovery service for residents, former residents and homeowners. You’ll manage a varied caseload of accounts, balancing our belief that rent should be paid with our commitment to sustaining tenancies wherever possible. You’ll handle a high volume of customer contact across multiple channels, offering practical advice, setting up payment arrangements and working collaboratively with colleagues and external partners to resolve complex cases. You’ll also make appropriate use of legal and enforcement tools in line with policies and regulatory requirements. This role is based at our Mosaic East, Croydon. You’ll be expected to complete your training and probation from the office, with hybrid working options available following this.
If you’re confident communicating with customers, resilient in challenging conversations, and motivated by achieving results while doing the right thing, you’ll fit right in. Experience in income, arrears or debt recovery is helpful, but what matters most is your ability to work with customers professionally, empathetically and consistently.
You’ll bring:
- Strong communication skills: confident on the phone and in writing, with the ability to explain information clearly
- Resilience and professionalism: remaining calm and respectful during difficult or sensitive conversations
- Excellent organisation: managing high volumes of work and meeting KPIs and deadlines
- Good negotiation and influencing skills: working towards sustainable solutions
- A customer focused mindset: balancing income protection with tenancy sustainment
- Confidence using IT systems: accurately recording actions and managing accounts
You’ll work as part of a dedicated Customer Accounts team, responsible for managing arrears across a range of tenures. The team works closely with Housing, Legal, Social Impact, ASB and external agencies to maximise income, minimise debt, and support residents to maintain their homes wherever possible.
At Southern Housing, our residents are at the heart of everything we do. As one of the largest housing providers in the UK with over 77,000 homes across London, the Southeast, the Isle of Wight, and the Midlands, we give over 167,000 people somewhere affordable to call their own! We also understand the difference that safe, secure, and affordable homes can make to people’s lives. A career at Southern Housing will allow you to make a difference every day you come to work. Working in the housing sector with us will bring fresh challenges and give you the opportunity to grow and develop, too.
Customer Accounts Officer employer: Southern Housing
At our Kent Science Park location, we pride ourselves on fostering a dynamic and inclusive work culture that encourages innovation and collaboration. Employees benefit from comprehensive professional development opportunities, competitive remuneration, and a supportive environment that values work-life balance, making it an ideal place for those looking to advance their careers in cyber security and networking.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Accounts Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Southern Housing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Southern Housing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Accounts Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Southern Housing:Your cover letter is your chance to shine! Tell us why you want to work at Southern Housing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Southern Housing!
How to prepare for a job interview at Southern Housing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
