Role profile for

the position of
Customer Accounts Specialist
Job title: Customer Accounts Specialist
Reports to: Customer Accounts Team Leader
Responsible for: N/A
Main purpose of the role:
To provide effective and efficient customer account management with the overall objective to reduce arrears,
maximise the collection of income and sustain tenancies for Clarion Housing.

Key Accountabilities:
 To undertake the collection of debts in accordance with Clarion income collection policies and procedures,
working with other Clarion staff to collectively meet objectives.
 To interpret statistical and account information effectively to facilitate informed and considered decisions.
 To ensure individual arrears reductions targets are met, and where possible bettered.
 To build strong relationships with internal teams, peers, local authorities, housing benefit departments,
Citizens Advice Bureau, Department for Work and Pensions, Aged UK, County Courts etc. Utilising these
relationships to improve service delivery / income collection.
 To successfully utilise technologies and Microsoft Dynamic platform to delivery an efficient and effective
customer driven service with the ultimate objective to achieve arrears reduction and increase income
collection to the organisation.
 To own the whole income collection and arrears process as defined by policy and process to ensure
appropriate recovery action is taken to reduce the level.
 Be an excellent communicator when managing customer queries using the most appropriate method of
communication, to ensure you provide an excellent customer focused service.
 To take legal action as appropriate and in line with policy to recover housing debt, including the service of
notices, the completion of legal paperwork for court applications and enforcement of court orders.
 The ability to represent Clarion at Court or tribunal hearings and successfully obtain the appropriate outcome.
 To meet all corporate and departmental service level agreements and to support the business in achieving
these as a whole.
 To keep up to date on all current Housing, Welfare Benefit and wider sector development and change.
 To ensure that customers are kept actively informed and service expectations are shared and
communicated effectively.
 To consistently work with integrity, professionalism, empathy and consideration.
 To create the formal documentations associated with accounts management in a timely manner with
accuracy and consistency.
 Undertake any other duties and responsibilities of an equivalent nature as required.

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 To ensure compliance with Clarion’s Equality & Diversity, Health & Safety policies and general Data
Protection Regulations

Experience and pre-qualification criteria:

Essential
 A strong level of experience of customer account management for a registered social housing provider or
similar sector.
 Strong numeracy, literacy and communication skills with a minimum pass in Mathematics and English at
GCSE level or equivalent.
 A strong level of understanding of the Housing Act, pre action protocol and arrears management best
practice.
 The ability to prepare court documentation for arrears possession hearings.
 Experience in accounts management, Customer Relations Management and housing management
operating systems.
 Experience of dealing with customers in a pressurised environment and using positive negotiation skills to
reach mutually acceptable outcomes.
 Analytical and problem solving skills.
 Demonstrable interpersonal, influencing and communication skills with the ability to liaise with a variety of
stakeholders.
 Proven experience of providing a high quality customer service through a variety of communication channels.
 To have proven successful interpersonal behaviours and traits. Ability to meet deadlines, adjust priorities
and work in a target driven environment.
 Experience in working in customer facing environment, with day to day engagement with customers and
stakeholders.
 Be an excellent communicator, politely & professionally deal with customer queries using the most
appropriate method of communication

Desirable
 Chartered Institute of Housing qualification or similar.
 The ability to demonstrate continued professional development in Customer Account management
environment or similar.
 Experience, knowledge and use of Microsoft Dynamic 365.
 Experience in presenting possession proceedings in County Courts