Job Description

The Customer Accounts Team at The Guinness Partnership plays an important role in protecting our income, supporting tenancy sustainment, and helping residents manage their rent accounts. Their work enables Guinness to continue delivering high-quality homes and services to the people who need them most.

We have an opportunity for a Customer Accounts and Customer Support Advisor to join our team on a full-time, 6-month fixed-term basis. The role can be based at Craft Court office in West London. We currently offer hybrid working, combining office-based work with home working.

What we are looking for

As a Customer Accounts and Customer Support Advisor, you will manage a caseload of rent accounts, providing advice and support to residents while taking appropriate action to recover outstanding debt. You will work proactively with residents to prevent and reduce arrears, agree sustainable payment arrangements, identify financial support options, and make referrals to specialist services where appropriate. Working closely with colleagues and partner agencies, you will play an important role in maximising income, reducing arrears, and supporting residents to sustain their tenancies.

As a resident-focused organisation, we place equal importance on how we deliver our services and what we deliver. We are looking for candidates with experience of providing excellent customer service, managing customer accounts, and supporting residents to overcome financial difficulties.

You will also be able to demonstrate:

• Proven ability to deliver high-quality services within a customer-focused environment.
• Proven experience in the collection and recovery of rent arrears and other housing-related debts.
• Strong knowledge of County Court procedures, with experience of preparing and presenting cases in Court.
• Demonstrated ability to negotiate sustainable repayment arrangements and take appropriate enforcement action where necessary.
• To carry out home visits in connection with income recovery or arrears prevention.
• Experience building effective relationships with customers, colleagues and stakeholders.
• Good knowledge of social housing rent legislation and best practice.
• Strong communication, influencing and negotiation skills.
• Excellent attention to detail and accurate record-keeping skills.

Essential qualifications

• Level 2 qualification in English and Maths (GCSE Grade C/4 or above, or equivalent).

Interviews will be held in person at the Craft Court Office on the 26th or 27th November.

If you are interested in joining The Guinness Partnership, please review the role profile to gain a full understanding of the responsibilities of the position and ensure that you meet the essential criteria before applying. To apply, please submit your CV along with a personal statement outlining how your skills, knowledge and experience meet the essential criteria for the role.

The salary advertised for this position includes an additional £4,000 London Local Job Supplement.

The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for nearly 160,000 residents nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our residents, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.

The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.