Job Title: Customer Account Advisor
Location: Bradford (Hybrid working available following successful probationary period)
Salary: £26,100 per annum depending on experience (increasing to £29,000 following successful probationary period)
About Us
Anchor is the largest provider of specialist housing and care for people in later life in England, employing more than 9,000 people throughout England. We provide more than 60,000 homes for older people and are a trusted care provider with more than 100 care homes.
We know that quality services start with quality people. We work hard to be recognised as a leading employer and are committed to retaining and attracting the best in our industry.
At Anchor we believe in our values. We are Accountable, Respectful, Courageous and Honest. We believe our people should be proud of the work they do making a difference to society and our customers.
About the Role
As a Customer Account Advisor, you will be responsible for:
* Working as part of a cohesive operational team, supporting residents, and effectively reducing debt.
* General account management, fielding emails and inbound calls from residents, colleagues, Local Authorities, and solicitors.
* Making relevant referrals to internal financial support functions and debt help organisations.
* Managing complex arrears cases, proactively contacting residents about their rent and service charge account (completing Income & Expenditure forms) and issuing formal arrears and legal correspondence (remaining compliant with the pre-action protocol for social landlords).
* Drafting and completing NOSP documentation and money claim judgements and court applications, working closely with the in-house legal team and external solicitors.
About You
If you have experience of:
* Debt recovery within the housing sector and handling complex resident issues.
* Building and maintaining effective relationships with internal and external stakeholders.
* Ability to work on your own initiative but also be part of a high-performing team.
It would be great if you also have:
* Clear understanding of critical areas of compliance and external regulatory legislation.
* Knowledge of the expectations of the Regulator of Social Housing.
* Awareness regarding Safeguarding of vulnerable adults and the Mental Capacity Act.
This experience is desirable but not a requirement.
Please note that we reserve the right to close the advert early should we receive sufficient applications.
Anchor – A Great Place to Work
Anchor is England’s largest not-for-profit provider of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.
We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live, and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development, and improved facilities.
A Rewarding Environment
From health and happiness to finance and your career, we’ll give you all the support you need.
Health & Happiness
* Gym, fitness and wellbeing discounts
* Mental health support
* Flexible working options
* Access to online GP appointments
Finance
* Pension plan – contribute between 4% and 8% and we’ll match it or better
* Quick and easy pension transfer service
* Savings and financial advice, loans, free life assurance
* Discounts on shopping, holidays, phones, technology and more
Career
* Ongoing personal and professional development programme
* Leadership Pathways online learning resources
* Career progression and promotion opportunities
To see our full range of benefits, check out our dedicated being well website. Please follow the link or copy and paste https://anchorbeingwell.co.uk/ into your browser.
Celebrating Diversity, Celebrating You
Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.
We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+, and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice, and empower their members. We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.
We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge, and Age Friendly Employer Pledge schemes.
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