The role of Income - Customer Care Agent will include:
Driving effective arrears recovery and arrears prevention, delivering a consistent, high‑quality service that ensures customers receive timely, accurate support at the earliest possible stage to prevent escalation
Managing rent accounts proactively, including advising on balances, securing payments in full where possible, and negotiating affordable, sustainable repayment arrangements using strong debt‑negotiation and affordability assessment skills
Proactively managing unresolved arrears, clearly explaining account escalation processes, next steps, and the potential consequences of non‑payment, while ensuring customers are treated fairly and with transparency
Confidently handling challenging and sensitive conversations, using effective communication, de‑escalation, and conflict‑resolution techniques to support customers experiencing financial hardship or resistance to engagement