Customer Service Partner – Income Maximisation

About the role

As a Customer Service Partner you will be responsible to provide a comprehensive and specialist welfare benefit and income maximisation service to prospective and existing customers and clients that contributes to their tenancy sustainment.

You will be responsible for the effective management of a caseload of welfare benefit and income maximisation related referrals and provide measurable and excellent outcomes for customers and clients as well as Home Group.

The post holder will establish eligibility for welfare benefits and other possible sources of income such as grants, discretionary payments, crisis loans etc. in order to maximise their income, ensure rental payment and tenancy sustainment. They will support customers and clients in making an application for such payment. The role will assist and accept referrals from Customer Service, Care & Support and Customer Service Centre colleagues.

Who we’re looking for

To be a success in the role, you’ll have experience of working within a customer-focused role in the housing sector and be able to demonstrate effective relationship, negotiation, conflict resolution skills and the ability to self-manage and prioritise. You will have relevant knowledge and experience in providing welfare benefits advice, information and support.

As a Customer Service Partner you will be experienced in researching cases, assessing problems and identifying possible courses of action for customers and clients whilst being familiar with social housing practice in relation to arrears management, legal proceedings and tenancy sustainment.

It is required there is an up to date knowledge of the current and future welfare benefits legislation and processes to support customers and clients.

As this role involves mobile working, you must have access to a car for business use, which you’ll be able to claim back your business miles on.

An offer of employment will be subject to an enhanced disclosure check through the DBS, the costs of which will be met by Home Group.

So who is Home Group?

We are one of the UK’s top providers of affordable housing and also the UK’s largest provider of care and support services. With over 120, 000 customers in 55,000 social, affordable and shared ownership properties in 115 local authority areas.

What our customers think about us drives our improvements – our state of the art customer service centre has 95% caller satisfaction and our satisfaction level overall is 91% and rising.

Our values

At Home Group, we live by our values every day through our colleagues to provide a great service to our clients and customers. To be a success with us you’ll need to be Accountable (Don’t pass the buck – own it!), Commercial (Spending wisely and working creatively), Caring (Looking after one another) and Energised (Having a positive, can-do approach)

What we’ll give you

Our ‘My home package’ includes competitive salaries, performance related pay, a contributory occupational money-purchase pension scheme with life assurance and long terms disability insurance, 25 days paid holiday a year – rising by 1 day per year up to 30 days, with the ability to purchase an extra 5 days, salary sacrifice schemes including cycle and car.