Customer Service Advisor (Rent queries and collections)

Job reference: 000536

Salary: £22,148 increasing to £23,464 per annum - upon successful completion of 6 months probation

Closing date: 30/03/2023

Location: Bede Island - Leicester

Employment type: Permanent

Hours Per Week: 35

​​​​​​​So what’s the role all about?

As a Customer Service Advisor, specialising in Rent queries, you will be first point of contact to our tenants mainly via phone and email, providing support with rent queries and arrears advice, recognising the need for support, and arranging relevant referrals to our support teams. You will also support the Income department with contact to tenants to reduce arrears position by collecting payment and or arranging payment plans in line with Income policies. Housing experience is not essential, but you will need to be passionate and confident about customer service with good communication and negotiation skills.

We are happy to offer hybrid working with this role; You will be required to be in the office for around 2/3 days per week with the rest being from home, however please bear in mind we may need you to be in the office more within your probation and training. It's important to us that you feel fully ready and confident in the role before working from home. Of course if you'd prefer to be in the office more, then that is completely fine with us too!

We currently also have a Fixed Term Contract role available, running until 13th November 2023. Both options may be considered as part of the hiring process.

Please note, this role is called 'Income Assistant' internally at PA Housing.

Your responsibilities...

• Having a good understanding of the status of all rent accounts in the management area and work closely with the Income Officers and wider teams within the Income Department in order to reduce rent arrears and offer support.
• To assist tenants with rent queries and manage enquiries from tenants regarding their rent account across various communication methods– phone, email, webchat, social media and text messaging
• Supporting the Income Hub achieves agreed performance standards
• Have the ability to recognise when tenants may need further support and make referrals to Tenancy Sustainment Team for benefit advice
• Be responsible for monitoring and collection of all sundry debt accounts
• Assisting customers with rent and service charge enquiries

We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.

Our ideal candidate...

• Passionate about customer service
• Resilient and confident in handling difficult phone calls
• Experience of accurate record keeping and data input on CRM systems
• Ability to communicate clearly, verbally and written
• Organised with effective time management skills

​​​​​​​​​​​​​​AGENCIES: We know where you are if we need your support so please do not contact us.

Job Types: Full-time, Permanent

Salary: Up to £22,148.00 per year

Benefits:

• On-site parking
• Work from home

Schedule:

• Day shift
• Monday to Friday

Supplemental pay types:

• Performance bonus

Work Location: Hybrid remote in Leicester, LE2 7EA