Housing & Customer Services

Responsive and informative, our customer contact centres handle a wide range of queries. Their work covers income management, customer data assurance and processing, and is right at the heart of our customer service promise.

The Customer Accounts team reduce and collect rent arrears and help prevent further debt. They deal with accounts relating to current and former customers. The team can also help by referring customers to advice and information to ensure they are able to pay their rent and not fall behind. They manage all general account and credit management enquiries.

This team work to bring all of our customer data and feedback together and cross-reference it to provide clear and meaningful information for our operational teams. The team also design our services to deliver the excellent customer experience our customers expect.

People working in our customer liaison teams take on a variety of roles across estate services, tenancy management, tenancy sustainment, voids, allocations and lettings, anti-social behaviour and tenancy investigations.

From the word go, you’ll be supported and given the skills and knowledge you need to be confident and effective in your role. New employees complete a structured induction programme and mandatory training programmes including Great Service at Guinness, Equality and Diversity and e-learning; you’ll learn about everything from our systems and policies through to the practical skills needed to maintain and develop our properties and estates.

Great training makes for great success and we offer a wide variety of courses each year to make sure that our employees are equipped with the right skills and knowledge to do their jobs well. Some are mandatory for everyone and some are job specific. We run these courses in the ways that best suit people’s needs. So as well as face-to-face training, we offer hundreds of courses via e-learning and workbooks. We also welcome requests for training courses that aren’t included in our current offering.

We support our people to complete approved professional qualifications in order to enhance their skills and future career prospects. In addition to this, you can claim for one subscription to a professional body per year when this is required for your job role.

Aspire personal learning is a scheme that supports our employees to learn something new. What you choose to learn doesn’t have to be work-related but it should encourage learning in the wider context. It could be anything from bricklaying to dancing lessons, or from learning another language to learning to fly! You can claim up to £100 every financial year and you’re eligible if you have been an employee of The Guinness Partnership for more than six months and have passed your probation.

We take pride in thanking our people for their hard work and we have a number of initiatives in place to reward people, celebrating the achievements of individuals and teams who have gone above and beyond the normal requirements of the job.

We are committed to listening and acting upon employee feedback, ensuring that we all have the opportunity to create a Great Place to Work; each year we run employee surveys to ensure everyone has the chance to tell us what we do well and where we could improve. And our staff forum gives all our people a voice in the business decisions that may affect them.