Customer Advisors
Horsham, England

Job reference: CXP- 19298

Location: Horsham, England

Closing date: 11/03/2022

Salary: Starting at £24,500 per annum

Employment type: Permanent

Department: Customer Experience

Hours per week: 35

Duration: Permanent

Are you driven to deliver excellent customer service? Are you keen to engage with customers to understand their financial situation and help to find solutions to get their rent accounts back on track? 

If you're new to the industry, it's no problem! If you have the skills and the right attitude, we can train you to be successful! All we ask is that you do have a strong customer service background with the passion for going above and beyond to help people and a big appetite for learning!

The role
This is a really interesting role where you can dig deep into individual customers cases and use your initiative to turn around their situation. Knowing you've made a positive difference to someone's life every day will leave you feeling fulfilled. It doesn't come without it's challenges, so you'll need to be prepared to tackle some difficult situations. 

As part of the Customer Accounts team, you'll manage the recovery of rent and service charge arrears, engaging with customers to understand their circumstances and create solutions to make it possible for them to pay their rent, maintain their tenancies and prevent arrears arising in the future.​​​​

Great communication skills are essential, as a large part of your day will be spent on the telephone talking to people. You'll have an inquisitive mind and take a flexible attitude towards resolving problems to a successful conclusion. You'll be empowered to take ownership and responsibility of debt recovery cases, making sure customers receive the appropriate support with money management advice and guidance regarding benefits to help maximise their potential income.

The location
You’ll be based at our modern, vibrant office in the heart of the historic Horsham town; being a convenient location which is close to a selection of shops, bars and restaurants and just a 5 minute walk from the train station. This role is a full-time, permanent position working 35 hours per week Monday – Friday, between 08:00 – 18:00 (on a rota basis). Unfortunately we're unable to offer hybrid/agile working as this is an office based role. 

Please be aware that, due to the sensitive nature of this role, we aren't able to consider applications from current Southern Housing Group residents.

The ideal candidate​​​​​​​

  • Solution-focus​​​ed and driven to achieve the best outcomes for our customers and the business
  • Strong communication and negotiation skills
  • Self-motivated with a positive attitude towards work
  • Can work well with minimal supervision, but enjoy working as part of a team to achieve goals and targets 
  • Operate effectively to achieve targets and provide excellent customer service
  • Being able to use initiative to make decisions
  • Show empathy and be resilient to deal with sensitive or challenging situations

​​​​​​​Our package includes

  • A starting salary of £24,500 per year, with increments as and when you meet objectives and targets whilst you learn!
  • 23 days holidays (plus public holidays and increasing with service) and as we close between Christmas and New Year, we give you another 3 days!
  • The chance to buy additional leave
  • £250 in vouchers as part of our colleague referral scheme
  • Ongoing support for your wellbeing
  • Flexible benefits with some really exciting options which you can find out more about here!​​​​​​​

There is an opportunity to include a cover letter with your application. Please use this opportunity to provide additional information on how you meet the criteria as set out in the person specification, and why you are the best candidate for this role. If you have applied for this role and been unsuccessful within the last 6 months then unfortunately your application won't be re-considered at this time. 

**Please note, we'll be interviewing flexibly for these positions so we may close the advert sooner than the set closing date. The first stage of the interview process will be a telephone interview. If successful after this stage, you'll be invited to a formal interview**

As a Disability Confident employer with disabled-friendly offices and remote working opportunities, we actively encourage everyone to come and work for us, regardless of any form of disability. As such, we’ll happily make any reasonable adjustments throughout the recruitment process to help you, should you need it. If you need additional support with your application due a disability, please contact us at and we’ll be happy to help.

Southern Housing Group is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

Please note that colleagues who are at risk of redundancy due to the current business reviews will be given priority consideration for this role.  Applications from colleagues who are not at risk will be considered if there are no expressions of interest from ‘at risk’ colleagues.

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The closing date for this job has now passed.