The Role The Acount Support team have an exciting oppotunity for a Account Support Assistant to join us in our Bristol office. This role will report into the Account Support Supervisor and support the Senior Acount Support Assistant. This role is responsible for providing assistance to our internal customers by supporting our Customer Services team to champion and drive the improvements towards the efficiency of customer debt and payment processing, and contributing to the processing of queries on a daily basis. The aim is to provide a more robust process and system of controls to manage the queries from Operational teams and the Contact Centre. About The Team: The Acount Support team is split into 3 areas: Cash processing Internal Acount Support Third party debt processing The Cash processing team will focus on the back office processing all payments and receipts.The internal Acount Support team manage all internal related queries for external customers including payments and receipt, delivering the highest standard of customer service to both our internal and external stakeholders. And the third party debt role will manage all Nominations and third party debt to ensure payments are made on time and in full. What You`ll Be Doing Internal debt reporting to Operational teams Set up and monitor payment plans, promises and promptly follow up any agreements that have not been adhered to. Provide support and guidance to property teams in relation to the process to minimise risk. Resolution of all refund queries including Payit Resolution of all customer payment queries e.g card rejections External debt partner management (STA) Management of customer Internet cut-off management for debt purposes Adhoc customer bank allocations including Noms / Third Party Support and cover for Third Party Assistant role Processing of customer credits for rent adjustments, goodwill and promotions Timely processing of erasure requests Operational debt training and support PCI breach handling Responsible for the generation and distribution of accurate arrears letters, e-mails and other communications in line with the arrears process timetable. Manage and closely monitor accounts placed on hold or outside of the standard arrears process, initiating appropriate and prompt action to resolve any issues. Ensure customer accounts are regularly reviewed and accurately maintained, this may include processing rent adjustments - in line with the Delegated Authority rules, reallocating payments or following up on refund requests. Maintain, update and amend customer and guarantor information. In conjunction with property teams ensure booking amendments and status`s are reflected accurately in the system (e.g. early leavers / cancellations / room moves) and follow up any inaccuracies identified. What We`re Looking for in You Understanding and appreciation of working in a customer services environment Experience of working within tight KPI`s / SLA`s A self-starter who can demonstrate initiative, with the ability to prioritise workloads of self and support other team members An ability to communicate at all levels and develop good working relationships Ability to organise workload to meet agreed deadlines Strong attention to detail Strong analytical and problem-solving skills Experience of working with ERP solutions Good understanding of excel skills What You`ll Get in Return A discretionary annual bonus so you can share in the company`s success 25 days` paid holiday and an annual holiday buying scheme, with 5 additional days awarded for long service A generous pension scheme - employer contributions between 5% and 11% depending on how much you save Various benefits to support your health and wellbeing including a Healthcare Cash Plan, an Employee Assistance Programme, a Wellbeing platform and a Gym benefit that you can share with your family and friends Enhanced Family Leave including 18 weeks full pay for birthing parents and 4 weeks for non-birthing parents Lots of other great benefits including an annual ShareSave scheme, Employee Life Assurance, a discounts portal and more About Unite Students Founded in 1991, Unite Students is a FTSE 100 business and the UK`s leading provider of purpose-built student accommodation. You can find us in 25 leading university towns and cities, with 74,000 students calling US home We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas. Instinctive inclusion. We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are. People make Unite Students. Employees, students and neighbours all contribute to building environments where we can all thrive. Room for Everyone We`re proud to be an employer that embraces individuality, and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success, for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what`s right, keeping US safe, and raising the bar. Join us as we build better experiences for students that live with us. We are US.