Job Description
About the role
We are looking to hire a Rent, Service Charge & Customer Accounts Team Manager on a permanent, full-time basis. We offer hybrid working from our Oldham office, working 3 days in the office, and 2 days from home. You will need to participate in the team rota working shifts between the hours of 8am-8pm Monday to Friday.
The money our customers pay us in rent or service charges is used to continue building even more homes for people that need them. That’s why our Rent, Service Charge and Customer Accounts Team is so important to our success - because they help to protect our income and ensure that we can fulfil our social purpose.
The team is part of the Customer Service directorate based in our office in Oldham and contact with customers is predominately over the phone. Our main purpose is to prevent customers getting into debt and ensure they maintain a healthy account balance. This involves working with new customers to set up monthly direct debits, proactively contacting customers when they have missed a payment, setting up plans to reduce arrears and giving tips and guidance about managing income and avoiding missed payments in the future.
What we’re looking for
As a Rent, Service Charge & Customer Accounts Team Manager you will ensure the delivery of a customer focused front-line service, setting and managing rent and service charges and the collection and prevention of arrears. Previous experience is desirable and to succeed in this role you need to be enthusiastic, and target driven with a passion for negotiation and the ability to lead and motivate a team.
You will ideally have previous line management experience or the desire to develop and gain this. Reporting to the Head of Rent, Service Charges and Customer Accounts you will be responsible for ensuring rent, service charge and customer accounts teams are compliant with financial processes and meeting performance targets.
Essential skills and experience:
* Experience of leading, managing, developing, and motivating teams in a fast-paced high-performance culture.
* Proven experience of delivering high quality services in a customer focused environment.
* Proven experience of developing services in consultation with customers and stakeholders.
* Ability to manage budgets.
* Proven influencing and negotiating skills.
* Excellent oral and written communications.
* Excellent knowledge of Microsoft Office, particularly Excel.
* A proven track record of continuous improvement is highly desirable.
Essential Qualifications:
* Educated to Level 3 (A Level or equivalent) or higher.
Desirable Qualification:
* Relevant professional qualification, such as CIH Level 4.
Interview Process:
Face to Face interview will take place from Monday 27th January 2025 at our Oldham office.
Please review the Role Profile and apply, including a personal statement and CV in one attachment.
About Us
The Guinness Partnership is one of the leading providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 140,000 customers 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 customers, 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.
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