Customer accounts specialist - Clarion Housing Group
(2025-09 - 2026-06)
- Undertake the collection of debts in accordance with Clarion income collection policies and procedures, working with other Clarion staff to collectively meet objectives.
- Interpret statistical and account information effectively to facilitate informed and considered decisions.
- 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.
- 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.
- 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.
- 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.
- Keep up to date on all current Housing, Welfare Benefit and wider sector development and change.
- 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.
- Ensure compliance with Clarion's Equality & Diversity, Health & Safety policies and general Data Protection Regulations
Customer Service Advisor - Southern Housing
(2023-03 - 2025-09)
- Managing a high-volume of inbound and outbound calls.
- Enthusiasm for helping customers and identifying improvements.
- Resolving customer enquires using different channels i.e. phone, web chat, e-mail, SMS.
- Undertake customer service satisfaction surveys for the group and for contractors.
- Undertake other tasks such as tenancy changes, housing benefit overpayments, former tenant credits and council tax demands.
- Accurate and concise recording of all customer contact demonstrating empathy, resilience and positivity.
- Working to and exceeding performance targets.
- Maintaining ownership of customer contact including follow ups until resolved.
- Managing workload and keeping track of multiple tasks.
- Making decisions whilst considering the customers circumstances.
- Supporting the department and other colleagues.
- Evidencing your progress in meeting your objectives.
Customer Service Representative - British Airways
(2022-07 - 2023-02)
Host all British Airways and any third party handling customers throughout the ground customer journey including but not limited to check in, boarding, connections, arrivals and customer service touchpoints ensuring a safe and exceptional level of customer service.
- Directing customers around the Airport.
- Greeting and checking in of passengers and passenger baggage for their respective flights.
- Checking passport, visa documentation and flight details.
Check-In Agent – Gatwick Airport - easyJet - Gatwick Airport
(2022-05 - 2022-07)
- Directing customers around the Airport.
- Greeting and checking in of passengers and passenger baggage for their respective flights.
- Checking passport, visa documentation and flight details.
- Monitoring of baggage Weights and applying Excess Baggage Charges if applicable.
- Asking relevant security questions.
- Reconciliation of passengers at Boarding Gates.
- Conduct boarding and passenger announcements.
- Boarding and disembarkation of passenger.
- Ensure compliance with CAS regulations and airport authority bylaws (full training given).
Repairs Contact Advisor - Clarion Housing
(2019-05 - 2022-05)
- Inbound and outbound calls for repairs and housing.
- Booking, rescheduling and cancelling repairs appointments.
- Liaising with management and other departments.
- Managing tenants and other various general enquiries.
- Dealing with internal and external emails.
- Handling and raising complaints.
- Chasing updates for follow-up works regarding repairs.
- Dealing with general housing enquiries.
Virtual Adviser / Underwriter / Customer Relationship Manager (CRM) - Oakam Ltd
(2013-09 - 2019-02)
- First point of contact. Booking appointments in for new and existing customers.
- Application duties consist of; call validation; income and expenditure and credit checks.
- Reviewing bank statements and requesting additional documents, (ie; Passport, driving license).
- Carrying out the applications by doing the necessary checks to approve and/or decline for new loans.
- Offering customers the right type of product which best meets their needs.
- Sending and receiving out confirmation emails (e-signatures/contracts) to customers in regard to their loans whether new or closed.
- Sending out declined letters to unsuccessful customers.
- Receiving in and outbound calls from customers in arrears and making arrangement regarding payments.
- Dealing with all enquiries, dealing with customer complaints and requirements.
- Working within the other departments of Oakam when my assistance was required.
- The occasional training of new employees.
- Any other duties that required my assistance in other departments.
