Co-ordinator Customer Accounts

Sovereign Housing Association Limited; Hurn; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A leading housing association in the UK is seeking a Coordinator - Customer Accounts to help ensure customers can sustain their tenancies and manage their housing costs. This hybrid role involves both office and home working, supporting customer accounts through effective communication and administrative processes. Ideal candidates will have experience in housing or customer account management and strong problem-solving skills.

Benefits

25 Days Holiday + Bank Holidays

Flexible benefits package

3 paid Wellbeing days

Matched pension scheme up to 12%

Enhanced maternity/adoption pay

Enhanced paternity pay - 6 weeks full pay

Options for private medical insurance

Wellbeing discounts including Gym Memberships

Qualifications

• Strong communication and problem-solving mindset focused on customer needs.
• Experience in housing, income, or customer account roles.
• Knowledge of Universal Credit or Housing Benefit.
• Excellent administration skills with attention to detail.
• Proficient in using IT systems for data management.

Responsibilities

• Follow up on failed payments and arrange new solutions.
• Manage housing benefit overpayments and account reconciliations.
• Maintain accurate records that meet compliance standards.
• Coordinate account processes and manage arrears.
• Collaborate across Finance and Customer Accounts.
• Act as Data Steward for customer account reporting.
• Support early interventions for arrears prevention.

Skills

Strong communication and problem-solving skills

Experience in housing or customer account management

Knowledge of welfare benefits

Excellent administration and data management skills

Confident using IT systems

Job description

SNG(Sovereign Network Group) is a large Housing Association, where we provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as aiming to create thousands of new affordable homes every year.

We're looking for a Coordinator - Customer Accounts to join our dedicated income team in Hurn, helping to ensure customers are supported to sustain their tenancies and manage their housing costs effectively. This is hybrid working role, where you'll work from home and in the office 2 days per week.

The Role

As a Coordinator – Customer Accounts, you'll play a key part in supporting the income service by providing administrative support to ensure collection of housing costs and promoting tenancy sustainability. Based from our Greenham office, you'll work from home and in the office 2 days per week.

What You'll Be Doing

• Following up on failed payments or cancellations, arranging new payment solutions, and referring customers for additional support where needed.
• Managing housing benefit overpayments, universal credit verifications, and account reconciliations.
• Maintaining accurate records and ensuring financial data meets quality and compliance standards.
• Coordinating account processes such as setting up and adjusting direct debits, processing refunds, and managing garage licence accounts including chasing arrears.
• Working collaboratively with teams across Finance, Lettings, and Customer Accounts to ensure a consistent and compliant approach.
• Acting as a Data Steward to ensure accurate reporting and transparency across customer accounts.
• Supporting early intervention strategies for arrears prevention and tenancy sustainment.

What We're Looking For

• Strong communication and problem-solving skills, with a customer-first mindset.
• Experience within housing, income, or customer account management.
• Knowledge of welfare benefits such as Universal Credit or Housing Benefit.
• Excellent administration and data management skills with strong attention to detail.
• Confident using IT systems and software to manage and analyse financial data.

Your Benefits

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• 3 additional paid Wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/adoption pay
• Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
• Options for private medical insurance, dental insurance and critical illness cover
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service

We offer flexible working, professional development opportunities, and a chance to be part of something meaningful. We're passionate about inclusion for all and creating a workplace where everyone can thrive.

This is a fantastic opportunity for someone who enjoys problem-solving, building relationships, and working with data to make a real difference in people's lives. Apply today to be considered!