Customer Account Advisor

Customer Accounts Advisor – Tenancy Services

£27,513 per annum + benefits | The Maltings, Bath | Permanent

Full Time | 37 hours per week

Your Service. Our Customers. Together, we deliver a shining experience.

Act as the first point of contact for customers discussing their rent accounts and arrears, offering clear advice and early support to sustain successful tenancies while providing efficient administrative and practical support to the Customer Accounts Team.

• Set up and manage Direct Debits, ensuring compliance with banking regulations, GDPR and daily reporting deadlines.
• Provide clear advice on customer charges, maximising payments, minimising arrears and delivering early intervention when accounts fall into debt.
• Act as the first point of contact for new customers, completing starter tenancy triage calls and introducing the customer accounts service.
• Manage customer account enquiries across all Curo charges, resolve issues and take appropriate follow‑up action.
• Process referrals from internal and external partners, including engagement with the Passport to Housing team.
• Ensure customers understand their tenancy responsibilities and support Curo’s compliance with charge recovery obligations.
• Support customers through referrals to food banks, energy support schemes and other appropriate assistance.
• Maintain a working knowledge of the benefits system, providing advice, support and signposting where appropriate.
• Negotiate and agree arrears repayment plans at first contact, achieving debt clearance within 12 weeks where possible.
• Administer Housing Benefit and Universal Credit payments, liaising with local authorities, identifying issues and escalating to Account Managers when required.
• Accurately log all documentation, calls and actions, maintaining up‑to‑date systems, records and clear audit trails.

• 26 days annual leave per year (plus bank holidays), increasing to 29 days after 2 years.
• Birthday off as an extra holiday.
• Up to 10% matched pension contribution.
• Hybrid working – 3 days in office, 2 days at home.
• Flexible benefits, including a Health Cash Plan.
• Access to an Employee Assistance Programme for your wellbeing.

• Experience of administration support and using systems.
• Ability to deal sensitively with enquiries from customers about financial matters consistently and fairly.
• Excellent communication skills – confident in written and verbal communication with diverse audiences.
• Numerical skills and a logical approach to data accuracy.
• Methodical, organised approach to work, able to handle a busy, varied workload and cope with interruptions calmly.
• Self‑motivation to lead yourself and use initiative.
• Flexibility and capacity to meet changing requirements.
• Ability to build customer trust.
• Experience of customer‑focused service delivery.
• Ability to manage the pressure of meeting targets and deadlines.
• Collaborative experience working internally and externally.
• Proven track record of personally achieving targets.

We’re a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We’re proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide.

We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We’re committed to making our recruitment process accessible to everyone – please contact our recruitment team at  if you need any adjustments to help you apply or interview.