Following an exciting development in our team, The Guinness Partnership is recruiting for a Customer Accounts Advisor on a part-time, (17.5 hours), 12-month fixed-term contract.

About the role

Our Customer Account Advisors assist our customers, some of whom are in vulnerable situations, with a range of queries relating to rent accounts via various contact channels such as telephone, web chat and emails. Our aim is to resolve all our contact at first point, whilst providing an amazing customer journey.

The Customer Accounts team work on a rotational shift pattern covering our core operational hours of 8:00am-8:00pm and offers hybrid working opportunities. There is some flexibility around the shift times which can be discussed at the interview stage.

The money our customers pay to us in rent or services is what we use to continue building even more homes for people who need them. That’s why our Rent, Service Charge, and Customer Accounts Team is so important to our success - because they help to protect our income and ensure that we can fulfil our social purpose.

The team is part of the Customer Service directorate based out of our office in Oldham, and contact with customers is predominantly over the phone. Our main purpose is to prevent customers from getting into debt and ensure they maintain a healthy account balance. This involves working with new customers to set up monthly direct debits, proactively contacting customers when they have missed a payment, setting up plans to reduce arrears and giving tips and guidance about managing income and avoiding missed payments in the future.

What we’re looking for
Our Customer Accounts Advisors come from a variety of different employment backgrounds, so we know that experience in housing or collections isn’t essential. We know that to succeed in this role, you need to be dynamic, enthusiastic, and target-driven with a passion for negotiation.

Skills /Experience

Essential:

• Proven experience of providing excellent customer service. 
• Proven experience of debt prevention, collection, and recovery. 
• Proven ability to work methodically, follow agreed procedures, and accurately record data and information. 
• Previous experience in a target-driven environment.
• Good oral and written communications. 
• Good knowledge of Microsoft Office. 
• Demonstrate the Guinness Behaviours

You will be a talented communicator with the ability to handle challenging conversations while delivering a great service. You will find working to targets exciting and motivating.

As part of our application process and if you are shortlisted to the first phase, you will be required to complete a short video where you will be asked to answer two questions. A link for this exercise will be sent to you following shortlisting.

If you are interested in joining us and would like to apply for this role, please review the role profile to view all of the key responsibilities and to ensure you meet the essential criteria.

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