Customer Accounts Officer

**Customer Accounts Officer - Metro NSW**

**ABOUT THE ROLE**

This is a rewarding role that will appeal to people who understand that by supporting customers to sustain their rental and non-rent payments - you are enabling them to benefit from stable, secure housing and a brighter future.

You are a strong communicator and comfortable working face-to
- face with customers, visiting them at home and in their communities. We want every Hume customer to succeed, and we work to quickly identify anyone at risk.

This important role will see you;
- Pro-actively working with customers who are at risk of falling behind in their rent payments or who have accrued other debts.
- Working alongside customers to develop, implement and maintain reasonable and sustainable repayment plans.
- Linking customers to services aimed at supporting them to manage rent and non-rent payments.
- Managing relationships with internal and external partners to ensure a shared focus on improving outcomes for customers.
- Understanding and operating working within the provisions of the NSW Residential Tenancies Act 2010, including taking matters to the NSW Civil and Administrative Tribunal (NCAT).

**WHAT WE LOOK FOR IN YOU**

You are collaborative and outcome focused with high levels of empathy, a strong eye for detail and proficient in numeracy. You will be joining a values-driven organisation, so it is important that you share and reflect our values.

To be successful in this role you will also bring:

- Experience in the social welfare sector or private real estate
- High volume customer service-based experience.
- Outbound customer collections experience is desirable
- Experience working within a legislative environment including taking matters to NCAT
- Understanding of, and capacity to relate to, people from a diverse range of social and cultural backgrounds
- Current NSW drivers’ licence and vehicle

**WHAT YOU CAN LOOK FORWARD TO**

We are diverse, dedicated, passionate and flexible. Most of all we are customer focused and welcome those who share our values and our purpose of providing people with opportunities to prosper.

Your contribution is rewarded and celebrated with great opportunities to build a career in an exciting, growing sector. We also offer.
- Above Award salaries
- 35 hour working week
- Flexible work practices
- Long service leave after 5 years
- Salary packaging
- Career development opportunities
- Access to Wellbeing and EAP Counselling Service

**WHY WORK FOR HUME COMMUNITY HOUSING?**
- Our purpose is to create opportunities for people to prosper._

As a leading community housing provider Hume houses 1 in every 1000 NSW residents. We own and/or manage over 4,500 affordable rental homes, throughout metropolitan Sydney and regional NSW.

We build new properties, manage tenancies for owners and provide services and support to meet our diverse customers and community’s needs.

From essential workers to young people, families, people with disability, senior citizens, people experiencing homelessness and women fleeing family violence, we create opportunities for all our customers to prosper.

We work in collaboration with our customers and communities, listen to what they need so we can ensure our services are right and they have the best experience. It’s important that our customers stay at the heart of what we do, and why we do it.

You spend a lot of your waking hours at work, so we want to give you a workplace where you can really be your values-aligned self and feel appreciated. We want you to have the best work life balance you can, in your role.

At Hume, we know how to have fun, celebrate successes, and are committed to providing a thriving organisational experience to our employees, where you too can prosper.

**NEW OPPORTUNITIES**

Hume’s 3 strategic pillars centre around, growth, social impact and being a thriving organisation. Hume is a profit for purpose organisation and as such must ensure that our structure, systems and processes are as effective and efficient as they can be, whilst ensuring we optimise our social impact.

This strategic ambition, along with new growth opportunities is creating new exciting career opportunities.

**OUR TEAM**

We employ professionals across corporate services, real estate services, property development and construction, asset management, customer services, tenancy management and stakeholder management and partnerships. We also employ social impact specialists experienced in case management, neighbourhood programs and community initiatives all of which provide our customers with opportunities to prosper.

We are a diverse, dedicated, commercially minded and customer focused organisation. We also believe that a good employee experience directly translates into a good customer experience.

If you’re passionate about social justice and consider access to safe sustainable and affordable housing a basic human right, there has never been a more exciting time