Description

Key duties involve managing direct debits, providing advice on charges, intervening early with customers who owe money, conducting tenancy triage calls, handling enquiries, processing referrals, ensuring customers understand tenancy responsibilities, linking clients to food banks and energy support, offering basic benefit guidance, administering housing benefit and Universal Credit payments, maintaining accurate records and IT systems, and adhering to health and safety policies.

• Set up and manage new direct debits, ensuring compliance with banking regulations and GDPR.
• Meet daily reporting deadlines for direct debit reports.
• Provide information and advice on customer charges to maximise payments and minimise arrears.
• Conduct early intervention and negotiate repayment plans for customers in arrears.
• Perform tenancy triage calls to introduce customers to the accounts team and services.
• Handle enquiries, resolve queries, and take appropriate follow‑up action on account charges.
• Process referrals to Passport to Housing and coordinate with external and internal partners.
• Explain tenancy responsibilities and ensure compliance with charge recovery obligations.
• Refer customers to local food banks and eligible energy support schemes.
• Offer basic benefit advice and signpost appropriate resources.
• Administer housing benefit and Universal Credit payments, liaising with local authorities as needed.
• Log all documents, calls and records promptly and accurately.
• Maintain up‑to‑date IT and management systems with customer details, actions and agreements.
• Follow Curo’s health and safety policies and procedures.

Requirements

The ideal candidate has experience in administration and system use, strong communication and numerical skills, a methodical and organised approach, self‑motivation, flexibility, the ability to build customer trust, a history of delivering customer‑focused service, capacity to meet targets and deadlines, and a collaborative mindset for working with internal and external partners.

• Experience in administration support and system usage.
• Ability to handle sensitive financial enquiries fairly and consistently.
• Excellent written and verbal communication skills for diverse audiences.
• Strong numerical and analytical abilities to improve data accuracy.
• Methodical, organised approach to manage a busy, varied workload.
• Self‑motivation, initiative‑driven and capable of independent work.
• Proven ability to build trust with customers and deliver customer‑focused service.
• Capability to meet targets, deadlines and work under pressure.
• Collaborative experience working with internal and external partners.
• Track record of achieving personal targets.

Benefits

In return, the role offers a competitive salary, generous holiday entitlement, a birthday day off, pension matching, hybrid working, flexible benefits such as a Health Cash Plan, and access to an Employee Assistance Programme to support wellbeing.

• Salary of £13,756.50 per annum.
• 26 days annual leave (increasing to 29), plus bank holidays.
• Additional day off for birthday.
• Up to 10 % pension contribution match.
• Hybrid working: three days in office, two days remote.
• Flexible benefits, including a Health Cash Plan.
• Access to an Employee Assistance Programme for wellbeing.

Training + Development

Interview process

Visa Sponsorship

Security clearance