What is great about the role? As a Customer Account Manager, you will be the primary point of contact for our customers, providing them with a proactive and supportive income service. You will use data to identify customers at risk of debt and offer preventative support, as well as provide advice, guidance, and assistance to customers in debt. By working collaboratively with internal and external partners, you will strive to support our customers in sustaining their tenancies and reducing arrears. You will be joining an established team of other Customer Account Managers. Where does the role fit in? You will be responsible for effectively managing a case load of rent accounts, typically ranging from 650 to 750, ensuring that income is maximised, and customers are supported in maintaining their tenancies. Handling incoming calls from customers will be a key aspect of your role. These calls could cover individuals reporting changes in circumstances to seeking advice related to benefits. You will also be responsible for making referrals regarding debt and benefit issues to both internal and external advice teams. Aswell as phone support, you will be expected to complete home visits to try and understand reason for arrears and to support with implementing payment plans. Part of your responsibilities will include representing Pobl in possession proceedings at County Courts. Your main focus will be on rent account management and arrears chasing. What skills and experience do you need? Join our team if you have experience in delivering income management services and a knack for teamwork, focusing on people-centred approaches. Excellent communication skills, both written and verbal, are a must as you will maintain accurate records of arrears recovery actions and prepare reports in accordance with Pobl policies and procedures to ensure smooth progress in resolving arrears cases. You will utilise a computer system, particularly Dynamics, to review accounts and determine the appropriate course of action, whether it involves contacting customers through various means like email, text, or letters. Your ability to build relationships with external agencies and organisations will be key as you will collaborate with external stakeholders, such as Housing Benefit, DWP, Social Services, and Housing Options, to address any issues and proactively prevent rent arrears. Moreover, you will work closely with Probation and homeless prevention teams to ensure comprehensive support for customers. A thorough understanding of benefits, predominantly Universal Credit (UC) system is crucial since it is the main benefit involved in these cases. What are the pay and benefits? The salary for this role is £35,280 for a 37 hour full time, permanent position. Working days are Monday to Friday. The role can include working from home and/ or the office. The role involves home visits on a weekly basis, but you manage your diaries to support these requirements. The successful candidate will need a basic DBS check in place You will predominately be looking after our accounts in Newport, however there is an expectation that you would support within other areas we work within. Your office base will be Newport It is essential for the successful candidate to have access to a car and a full drivers licence. 26 days holiday entitlement plus Bank holidays, rising to 30 days with length of service All other internal benefits What’s FREDIE? At Pobl Group, we are guided by a group of principles that we call FREDIE, which stands for Fairness, Respect, Equality, Diversity, Inclusion, and Engagement. This means that whatever your background, you will have an equal opportunity at Pobl Group, and we encourage you to apply now. How do you apply? If you have the skills and experience required to be our next Customer Account Manager please follow the prompts to apply now. We just need an up-to-date CV, short/ focused cover letter along with a few contact details so that we can get back in touch with you. Interviews will be week commencing 7 th April and will involve a panel interview. If you would like any support with your application or to discuss any adjustments that you may require to support you to application process, please contact group.talentpoblgroup.co.uk or 0300 3735262