Account Manager

Shropshire Towns and Rural Housing; Trowbridge; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

Generous holiday entitlement

Life assurance

Flexible working opportunities

Competitive pension

Cycle to work scheme

Ongoing training and development

Supportive team environment

Job summary

Selwood Housing in Trowbridge requires an experienced income recovery professional to balance customer support with effective arrears management. You will manage rent accounts, negotiate repayments and use welfare support to maximise income while helping customers sustain their tenancies.

You will work with local authorities and partners to ensure access to support, visiting customers at home when needed and taking appropriate legal action where required.

Qualifications

• Educated to GCSE level (or equivalent).
• Experience in income recovery, debt management and/or housing management.
• Knowledge of income recovery legislation, tenancy enforcement and possession proceedings.
• Understanding of Universal Credit, Housing Benefit and welfare reform.
• Experience of working with customers experiencing financial hardship or complex circumstances.
• Strong communication, negotiation and interpersonal skills.
• The ability to manage a varied caseload and make informed decisions.
• Full UK driving licence and access to a vehicle for business use
• A commitment to creating an inclusive environment where colleagues and customers are treated with fairness, dignity and respect.

Responsibilities

• Manage a portfolio of rent accounts and pursue income recovery strategically.
• Negotiate sustainable repayment arrangements and support welfare referrals.
• Liaise with customers, visit homes when required to advise and sustain tenancies.
• Work with local authorities and partners to provide access to support.
• Apply actions from arrears prevention to possession and enforcement when needed.
• Support non-rent debt recovery where required.

Skills

GCSE level

Income recovery experience

Housing management

Debt resolution

Communication skills

Negotiation skills

Caseload management

Driving licence

Inclusive environment

Education

GCSE level (or equivalent)

Job description

Shropshire Towns and Rural Housing Trowbridge , ENG

NEW

Full Time

Are you an experienced income recovery professional who can balance customer support with effective arrears management and legal enforcement?

Join our high-performing Income Team and take ownership of a diverse portfolio of rent accounts, using your expertise to maximise income collection, reduce arrears, and support customers to sustain their tenancies.

About the role

As an Account Manager, you'll manage a portfolio of rent accounts, taking a proactive approach to income recovery while providing tailored support to customers experiencing financial difficulties. You'll negotiate sustainable repayment arrangements, maximise household income through welfare support, and take appropriate legal action where required.

You’ll work closely with customers, visiting them in their homes where needed to provide advice, identify support requirements, and help sustain successful tenancies.

You’ll also work in partnership with local authorities, support agencies and other services to ensure customers can access the assistance they need.

From early intervention and arrears prevention through to possession proceedings, court representation and enforcement action, you'll play a key role in protecting rental income while delivering fair and effective outcomes for customers. You'll also support the recovery of non-rent debts and other housing-related charges where required.

What we're looking for:

We're looking for a customer-focused professional with experience in income recovery, housing management or debt resolution who shares our values and is passionate about making a positive impact.

Customer Driven

You balance excellent customer service with effective income recovery, taking the time to understand individual circumstances while finding sustainable solutions that support tenancy sustainment and maximise rent collection.

Accountability

You take ownership of your caseload, making informed decisions, managing complex arrears cases, and ensuring actions are taken promptly, fairly and in line with policy, procedure and legislation.

Develop & Learn

You're committed to continuous learning, keeping up to date with housing legislation, welfare benefits and best practice in income recovery to provide the best possible service to customers.

Champion Communication

You communicate with confidence, empathy and professionalism, building positive relationships with customers, colleagues and external partners, even when handling sensitive or challenging conversations.

You'll bring:

• Educated to GCSE level (or equivalent).


• Experience in income recovery, debt management and/or housing management.


• Knowledge of income recovery legislation, tenancy enforcement and possession proceedings.


• Understanding of Universal Credit, Housing Benefit and welfare reform.


• Experience of working with customers experiencing financial hardship or complex circumstances.


• Strong communication, negotiation and interpersonal skills.


• The ability to manage a varied caseload and make informed decisions.


• Full UK driving licence and access to a vehicle for business use


• A commitment to creating an inclusive environment where colleagues and customers are treated with fairness, dignity and respect.

For further information on the role, please review the job description attached to the advert.

Pre employment requirements

Any offer of employment will be subject to satisfactory Right to Work, Basic DBS and DVLA checks.

Why join Selwood Housing?

At Selwood Housing, we believe everyone deserves a safe, secure and affordable place to call home.

As a not-for-profit housing organisation, we own and manage over 7,000 homes across the South West - and we're growing. With a bold ambition to build 1,700 new affordable homes by 2034, we're investing in the future of local people and places.

Some of our benefits include:

• Competitive salary


• Generous holiday entitlement


• Life assurance


• Flexible working opportunities


• Competitive pension


• Cycle to work scheme


• Ongoing training and development


• A supportive team environment where your contribution really matters.

You’ll be joining a close-knit team where people support each other, share knowledge, and take pride in doing things properly.

Ready to Make an Impact?

If you're passionate about helping customers overcome financial challenges, sustain their tenancies and deliver positive outcomes that protect homes and communities, we'd love to hear from you!

Our Commitment to Diversity & Inclusion

At Selwood, we strive to respect the diversity of our staff. We care deeply about inclusivity and encourage candidates from all backgrounds, demographics, and identities to apply. We are a Disability Confident employer and will do our very best to provide any adjustments, access, and equipment you feel you may need throughout the interview process, and during your employment with us.

We are keen to build a supportive and rewarding environment, free from discrimination, which works for everyone.

We may close this vacancy early depending on application volumes, so we encourage early applications.