CUSTOMER ACCOUNTS OFFICER

Location: Coton Road, CV11 5AA
Start Date: ASAP
Contract Duration: 3+ Months
Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week
Pay Rate: £17.47 per hour
Job Ref: 5275896

Maximize the Council’s rental income by identifying rent debt early and taking prompt actions to assist customers in meeting their tenancy obligations.

• Commit to the Council’s Vision and work within its core values.
• Understand and apply the concept of “Making Every Contact Count” (MECC).
• Foster a supportive and consultative environment within the Housing Team.
• Utilize technology to enhance communication and service delivery.
• Adhere to relevant legislation and Council policies, such as Equal Opportunities, Health and Safety, and Customer Care.
• Collaborate with staff within the Housing and Community Safety directorate and the wider Council to achieve service excellence.
• Engage in personal development relevant to the role’s duties and responsibilities.
• Manage a caseload of rent accounts to recover and prevent arrears.
• Provide an accurate and responsive rent account enquiry service.
• Make decisions on cases requiring escalation to Court and coordinate legal proceedings related to rent arrears.
• Represent the Council at Court Possession Hearings and Eviction Appeals.
• Attend Rent Arrears Evictions.
• Offer low-level advice on benefit claims and support customers with Universal Credit claims.
• Contribute to the development and improvement of the Council’s Income Collection approach.
• Work with other departments and agencies to maximize income for customers.
• Conduct interviews to establish court or recovery actions and arrange payments.
• Trace debtors with no forwarding address and update accounts, arranging write-offs if necessary.
• Handle complex enquiries and provide responses through various communication channels.
• Be aware of residents’ issues and vulnerabilities, making necessary referrals for support.
• Identify customers needing additional support and make referrals/signposting.
• Collaborate with Tenancy Management Officers and ASB Officers to address tenancy concerns.
• Adapt to new methods and procedures as they are introduced.
• Perform additional duties appropriate to the role’s grading.