Arrears Recovery & Customer Accounts Specialist

Sovereign Network Group; Ryde; Hybrid; GBP 32,000 - 38,000; Full time

Benefits offered by this job

Pension up to 12%

Life cover 4x salary

Private medical insurance

Dental insurance

Wellbeing days

Volunteer days

Job summary

Sovereign Network Group offers a 9-month fixed-term Customer Accounts Officer role based from Ryde or Hurn, covering the Isle of Wight and South Hampshire. You will manage a portfolio of customer accounts, ensuring payments are collected on time and arrears are minimised, while helping customers with affordable solutions and welfare benefits guidance.

You will work with internal teams and external agencies, maintain records and support service improvements.

Qualifications

• Arrears management and debt recovery experience.
• Experience negotiating payment arrangements.
• Understanding welfare benefits (Universal Credit, Housing Benefit).
• Excellent communication and organisation.
• IT proficiency and ability to manage caseloads.
• Collaborative mindset to work across teams and external partners.
• Full UK driving licence and access to a car.

Responsibilities

• Proactively managing customer accounts to prevent arrears and encourage prompt payments.
• Negotiating affordable repayment arrangements with customers.
• Providing advice on welfare benefits, conducting affordability assessments, and referring customers for specialist support.
• Taking appropriate recovery action, including preparing documentation and attending court hearings.
• Working collaboratively with internal teams and external agencies to support customers effectively.
• Maintaining accurate records, ensuring compliance with policies, procedures, and regulations.
• Contributing to service improvements and sharing best practices to help reduce arrears.

Skills

Arrears management

Debt recovery

Income collection

Payment negotiations

Welfare benefits

Communication

IT proficiency

Team collaboration

Driving licence

Job description

Sovereign Network Group offers a 9-month fixed-term Customer Accounts Officer role based from Ryde or Hurn, covering the Isle of Wight and South Hampshire. You will manage a portfolio of customer accounts, ensuring payments are collected on time and arrears are minimised, while helping customers with affordable solutions and welfare benefits guidance.

You will work with internal teams and external agencies, maintain records and support service improvements.