Customer Service Coordinator
*Location: Newbury, RG14
*Job Type: Full-time
*Salary: Competitive (Details upon application)
Join our team as a Customer Service Coordinator, where you will play a crucial role in supporting the income service by ensuring efficient collection of housing costs in line with policies and service performance targets. This role is centered around tenancy sustainability, providing customers with necessary guidance and support, and maintaining accurate financial records.
Day-to-Day Responsibilities:
* Customer Support & Income Collection:
*Directly assist customers in managing their housing costs, ensuring they understand their payment obligations and options.
*Handle direct debit cancellations or failed payments, arrange alternative payment solutions, and refer customers for additional support as needed.
*Challenge housing benefit overpayment invoices appropriately, ensuring compliance with internal policies.
*Complete universal credit verifications and apply for alternative payment arrangements following specific guidelines.
*Monitor arrears to identify accounts at risk and support early intervention strategies.

* Account & Data Management:
*Maintain accurate and up-to-date records within housing management systems, ensuring transparency in financial records.
*Set up new tenancies, internal transfers, and mutual exchanges with correct financial arrangements.
*Manage customer account processes, including direct debits and adjustments based on various entitlements and arrangements.
*Act as a Data Steward, ensuring high data quality standards and accurate reporting of customer account information.

* Collaboration & Compliance:
*Collaborate with internal teams such as Finance, Lettings, and Customer Accounts to ensure a compliant income collection process.
*Support legal case preparations and work with software providers to develop new approaches for operational efficiency.

Required Skills & Qualifications:
*Strong communication, problem-solving, and compliance monitoring skills.
*High level of IT literacy and proficiency in data management.
*Experience with housing management systems is desirable.
*Knowledge of housing-related welfare benefits and arrears management.
*Understanding of legal processes related to arrears enforcement is advantageous.
Benefits:
*Competitive salary and job stability.
*Opportunities for professional development and training.
*Supportive team environment focused on inclusion and employee wellbeing.
How to Apply:
To apply for the Customer Accounts Coordinator position, please submit your CV and a cover letter detailing your relevant experience and why you are interested in this role.