Customer Accounts Advisor for leading Poole, Dorset Company

Housing Department

£10.84 per hour

Monday to Friday 08.30-17:00 - 37-hour week

Knowledge of housing issues preferred, with experience of a customer facing role, be able to prioritise meet targets and deadlines sometimes under pressure. flexible with good communication skills. Driving licence and access to a vehicle for work purposes

Role Purpose

To support the Customer Accounts team, provide excellent customer service, ensure prevention of current arrears and collection of other debts owed to the business.

Key Accountabilities

• Undertake a range of duties, such as chasing accounts with low level arrears, pursuing garage, sewage and recharge debts. Dealing with customer refunds and housing benefit overpayments. Updating housing benefit entitlements. In some regions you are expected to issue Notice Seeking of Possessions. You are there to support and work alongside the Customer Accounts Officers. You will need to make sure all information is updated on our contact management system.
• Completion of any other administration tasks that may be required.
• Ability to deal with customers queries about monies owed to the business. Identifying customers who need support and signposting to relevant agency or internal department. You will need to establish, develop and maintain effective working relationships with our customers, outside agencies and colleagues in a confident, professional and competent manner. You will be expected to adapt your communication to meet the customers need i.e. letter/telephone/email/text.
• You will be expected to meet with our customers face to face i.e. at the nearest local office or a home visit.
• Utilise and maintain an up to date working knowledge of benefit legislations and Universal Credit.
• You are expected to contribute to meeting all performance targets.

Experience and Qualifications

Educated to GCSE Standard (or equivalent), including passes in English and Maths.

Some previous experience of working in an office environment providing general administrative support, as part of a team.

Committed to delivering excellent customer focussed services.

Excellent communication skills both written and verbal able to present information to a high degree of accuracy which is clear, concise and suitable for the purpose.

Good level of IT skills, including proficiency in Microsoft Office suite and CRM databases

Proven ability to work effectively as a member of a team, supporting colleagues to meet business objectives, whilst also being able to work independently

Ability to work flexibly when necessary to meet the needs of our customers, including local and regional travel in own vehicle.