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Vacancy: Customer Account Manager

Closing Date: Midnight, Sunday 16 April

Shortlisting Date: Monday 17 April

Interview Date: Monday 24 April

Salary: £32,948.94

About Newport City Homes:

At Newport City Homes we are passionate about providing quality housing services for all our residents. We are a values led association which strives for excellence in everything we do. We listen, learn, improve, and most of all, deliver to our communities.

About the vacancy:

Our customers are at the heart of everything we do and you will deliver high quality, customer focussed and responsive income management services to NCH customers, promoting value for money. You will work flexibly and creatively with customers to ensure they are able to succeed in their tenancy. You will work collaboratively with internal colleagues and external partners to ensure customers are supported to pay their rent and other charges. In addition, ensure any persistent non-payment of rent is tackled swiftly and appropriately.

Specifically, the Customer Account Manager will:

• This role will manage a case load of accounts across different tenures, ensuring income is maximised whilst supporting customers to sustain their tenancies
• You will use data to identify customers most at risk of getting into debt, and work with colleagues and partners to provide information, support and guidance to prevent debt from arising.
• You will make proportionate decisions on arrears cases in line with legislation and the association’s policies and procedures, developing and implementing a broad and effective range of pro-active solutions to maximise income recovery and identify areas of preventative work.
• You will keep accurate records in relation to arrears recovery action, complete documentation for legal cases and prepare reports to progress arrears cases.
• You will ensure individual performance targets on a range of income collection and customer service standards are met, working collaboratively with colleagues to ensure team targets are met
• Take ownership and accountability of operational decisions in accordance with the scheme of delegations/ financial regulations
• Ensure compliance with legislative, regulatory and other requirements
• Promote the core values of NCH and demonstrate the highest level of commitment to equality, making sure that all activities put the residents at the heart of everything we do

(Please refer to the attached role profile for more information.)

For further information about the role, please contact Recruitment at [email protected]

Application Process:

We require an application form to be completed for every role, we cannot accept CVs sent via email.

We do not require recruitment agency support at this time - all speculative CV’s will be treated as a direct application.

Your NCH, our comprehensive benefits package:

We believe NCH is a great place to work and it’s important to us that our people feel the same way.

As well as offering varied and fulfilling careers, we want every colleague to feel appreciated.

That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.

Enhanced Pension Scheme:
We operate two pension schemes, one with Aviva Pensions, and one with the Local Government Pension Scheme (LGPS). Aviva Pensions is a defined contribution pension scheme. LGPS is a defined benefit pension scheme with generous employer contribution values. You may be able to transfer in any other pension you have within your first year of service.

Enhanced Annual Leave:
You’ll start on 25 days annual leave (+ Bank Holidays) which would increase to 30 days following 3 years’ service.

Agile Working Policy (dependent on role):
NCH work with the philosophy that ‘work is something you do rather than somewhere you go.’

Health and Wellbeing:
We have many health and wellbeing policies and initiatives such as Cycle to Work, Enhanced Maternity/Paternity/Adoption and Sick leave and a sabbatical leave policy.

Development:
We offer many professional and personal development options such as paying for professional membership, sponsored study opportunities and career progression and development.

NCH strives to be an equal opportunities employer and welcomes applications from all sections of the community.