Customer Accounts Officer

Customer Accounts Officer
Location: Coton Road, CV11 5AA
Start Date: ASAP
Contract Duration: 3+ Months
Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week
Pay Rate: £17.47 per hour 
Job Ref: (phone number removed)
 
Job Responsibilities
Maximize the Council’s rental income by identifying rent debt early and taking prompt actions to assist customers in meeting their tenancy obligations.

• Commit to the Council’s Vision and work within its core values.

• Understand and apply the concept of “Making Every Contact Count” (MECC).

• Foster a supportive and consultative environment within the Housing Team.

• Utilize technology to enhance communication and service delivery.

• Adhere to relevant legislation and Council policies, such as Equal Opportunities, Health and Safety, and Customer Care.

• Collaborate with staff within the Housing and Community Safety directorate and the wider Council to achieve service excellence.

• Engage in personal development relevant to the role's duties and responsibilities.

• Manage a caseload of rent accounts to recover and prevent arrears.

• Provide an accurate and responsive rent account enquiry service.

• Make decisions on cases requiring escalation to Court and coordinate legal proceedings related to rent arrears.

• Represent the Council at Court Possession Hearings and Eviction Appeals.

• Attend Rent Arrears Evictions.

• Offer low-level advice on benefit claims and support customers with Universal Credit claims.

• Contribute to the development and improvement of the Council’s Income Collection approach.

• Work with other departments and agencies to maximize income for customers.

• Conduct interviews to establish court or recovery actions and arrange payments.

• Trace debtors with no forwarding address and update accounts, arranging write-offs if necessary.

• Handle complex enquiries and provide responses through various communication channels.

• Be aware of residents' issues and vulnerabilities, making necessary referrals for support.

• Identify customers needing additional support and make referrals/signposting.

• Collaborate with Tenancy Management Officers and ASB Officers to address tenancy concerns.

• Adapt to new methods and procedures as they are introduced.

• Perform additional duties appropriate to the role's grading.

Person Specifications

• Demonstrable experience in delivering customer service excellence.

• Experience dealing with challenging and vulnerable customers.

• Educated to Level 2 on the National Qualifications Framework, including English and Maths.

• Understanding of the benefits system, including Housing Benefit and Universal Credit.

• Knowledge of challenges in the housing sector.

• Excellent knowledge of the arrears recovery process.

• Strong administrative, organizational, and planning skills.

• Ability to exceed targets and deadlines under pressure.

• Focused and target-driven, thriving in a performance-driven environment.

• Passionate about providing high-quality customer service.

• Well-developed questioning, listening, influencing, and negotiating skills.

• Strong communicator with attention to detail.

• Positive, flexible, and can-do attitude in a challenging environment.

• Ability to adapt to different circumstances with a flexible approach.

• Self-motivated and effective under pressure, resolving challenging situations.

• Commitment to the Council’s Core Values and Vision.

• Willingness to work outside office hours if required.

• Access to and ability to use a motor vehicle for the role, with a valid driver's license.

 
 
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