Your new company
You will be joining a well-established public-sector organisation based in Greater Manchester, providing essential services and support to the local community. You will work within a busy, customer-focused team that supports residents with their rent accounts and helps individuals manage outstanding balances.
Your new role
- Contacting residents regarding outstanding rent balances and missed payments.
- Managing inbound and outbound telephone calls relating to rent accounts and arrears.
- Discussing individual circumstances to understand the reasons behind non-payment.
- Agreeing realistic repayment arrangements with customers in accordance with internal procedures.
- Encouraging customers to maintain regular rent payments and reduce outstanding balances.
- Taking payments and ensuring transactions and arrangements are recorded accurately.
- Monitoring existing payment arrangements and following up where agreed payments have been missed.
- Providing a high standard of customer service to residents who may be experiencing financial difficulties or vulnerable circumstances.
- Updating internal systems with accurate notes following all customer contact.
- Responding to queries through telephone, email and written correspondence.
- Signposting residents to appropriate internal or external support where additional financial or welfare assistance may be required.
- Working closely with colleagues across housing, income and support services to resolve customer queries.
- Escalating more complex or persistent arrears cases through the appropriate internal channels.
- Managing a workload effectively and ensuring follow-up actions are completed within required timescales.
What you'll need to succeed
In order to succeed, you will need previous experience working in a fast-paced rent arrears role, you will have used the QL system and be comfortable having difficult conversations. You will be organised, have high attention to detail and a confident communicator.
What you'll get in return
In return, you will receive a competitive rate of pay, the potential for a contract extension and excellent company benefits.
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