Customer Contact Specialist (Rents)

£23,050 - £28,173 per annum
21 Mar 2019
03 Apr 2019
Candidate Services
Contract Type
Full Time
Customer Contact Specialist (Rents) 

Salary: £23,050 - £28,173 per annum 
Job Type: Full Time, Permanent 
Hours: 35 hours per week 
Location: South Manchester 
Benefits: Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more. 

About the role: 

Reporting to the Customer Contact Team Leader, the Customer Contact Specialist (Rents) is responsible for responding to rent account management demands from customers with the aim of first time resolution. Working as part of the Customer Access HUB, you will coach and support colleagues with rent account queries and help customers to devise their own solutions, becoming more self-sufficient in line with our new ways of working. 

As our rent specialist, you will provide a triage service taking escalated calls with the aim of resolving them centrally within the HUB. Where this is not possible, you will escalate to Neighbourhood Services Managers for further investigation. The role will promote independence, coaching customers to develop greater self-reliance to resolve their concerns quickly and successfully. 

You will own the Universal Credit rent verification process and manage the application of APA’s for customers who meet the necessary criteria. Ensure that rent accounts are up to date, arrears levels are minimised and appropriate payment arrangements are in place. You will also deliver exceptionally high quality services in line with the principles contained within our Service Delivery Framework, promoting the use of digital communication channels and self-service options through the website. 

In addition, you will support the wider Customer Access HUB in providing first point of contact resolution on a wide range of customer queries. 

About You: 

The successful candidate will have relevant professional qualifications / memberships (Institute of Customer Service qualification) OR willing to study towards and will be qualified to minimum GCSE grade C in English and Maths. Experience of working in a rents role or similar role in the housing sector is desirable, but you must have experience of working using a negotiation / coaching style approach to achieve outcomes. 

You will also have experience of rent recovery processes and a good understanding of welfare benefits including Universal Credit, Housing Benefit and the tools available to customers to help them manage their rent accounts successfully. Experience of working in a customer focused environment, with a proven ability of delivering a high standard of customer service is also essential. 

You may have experience of the following: Customer Contact Officer, Customer Service Advisor, Customer Service Representative, Contact Centre Operative, Call Centre Operative, Housing Officer, Housing Assistant, Rent Officer, Income Officer etc. 

About our company: 

Great Places Housing Group is not your average housing association. We are a forward-thinking, profit-for-purpose business that works hard to improve the lives of residents in our 19,000 homesacross the North West and Yorkshire. 

Our work doesn’t stop at our customers’ front door. The surplus we make is invested back into the business to fund building new homes and to provide a full range of support services for some of the most vulnerable members of society including the homeless, young parents, older people and those with mental health needs. 

We are extremely proud of our dedicated, passionate and friendly colleagues who live our values and work hard to make a difference every day. Working for us you will be part of something special and in return, we offer a competitive package with a range of enhanced benefits and learning and development opportunities to help you achieve and exceed your potential.