Rent Specialist Customer Contact

Rent Specialist Customer Contact

Salary £26,669

Location Didsbury, Manchester

Permanent, Full Time

Why are you here?

You will be working as part of the Specialist team within our Customer Hub. This role will be focused on maximising the collection of debt owed to Great Places from current customers and some former customers, with the aim of early intervention. This will involve responding to incoming contacts from customers, compiling income and expenditures as well as verifying Universal Credit claims and issuing refunds in line with policy. As part of the Specialist team within the Customer Hub, you will also be providing advice and guidance to colleagues to minimise outstanding debts and set up arrangements to pay.

What you’ll be doing

You will be setting up payment arrangements for the customers that are in arrears or not managing their rent account in line with their tenancy agreement.

You will provide advice and guidance for all rent account management queries received in the Customer HUB

You will providing advice to colleagues and customers on the various payment methods including promoting direct debit and where applicable process payments via our secure payment line and sending payment links.

You will use the various trace and track packages to identify and verify former customers whereabouts if you are unable to locate them.

You will oversee the administration of Allpay Portal (For colleagues to set up direct debits and take rent payments).

You will discuss with customers their current housing benefit and universal credit entitlements, using the Local Authority and DWP Portals available.

You will use a range of tools available to help customers manage their rent accounts independently and provide advice on how they can access additional financial support they might be entitled

You will recover any outstanding Housing Benefit/Universal Credits owed, and will appeal any overpayment decisions.

You will administer any overpayments required for payment via the invoice system.

You will support the customer in how to view their rent account online via Myplace.

You will keep accurate records of all customer interactions and any advice given

You will be expected to support the Customer Hub in periods of peak demand by answering a wide range of customer queries over the phone, including, rent account management, tenancy related issues, rehousing advice, repairs reports, and complaints, and in the majority of cases providing a resolution at the first point contact.

You will be expected to work flexibly between the hours of 8am and 6pm on a rota basis

You will be working part of the week in the office and part of the week from home after an initial induction period

What you’ll need

It is essential that you have experience of working in debt recovery or benefits

It would be great if you have experience of working in a rent environment in social housing

You will need experience of using negotiation/coaching style approaches to achieve positive outcomes

It is essential that you have a knowledge of welfare benefits including Universal Credit and Housing Benefit. Inclusive of the tools available to customers to manage their rent accounts successfully.

You will need to have experience of detailed administration and recording procedures

You will have the confidence and ability to persuade and influence customers, and make decisions supported by knowledge and experience

You will be able to build effective relationships with colleagues and other stakeholders so you can find information and resolve problems

You will have experience of using Microsoft office or similar

You will be able to complete tasks in an accurate and timely manner when working under pressure

You will have great written and verbal communication, as well as good organisation skills and the ability to time-manage your workload