Co-ordinator Customer Accounts

Sovereign Housing Association Limited; Thatcham; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A notable housing association in England is seeking a Coordinator - Customer Accounts to support customers in managing their tenancies and housing costs. This hybrid role combines home working and office time, where responsibilities include managing payments, maintaining records, and collaborating across departments. Ideal candidates will have a customer-focused mindset and experience in housing or account management. This position offers a range of benefits including generous holiday and pension schemes.

Benefits

25 Days Holiday + Bank Holidays

Flexible benefits package

Wellbeing days and volunteering days

Matched pension scheme up to 12%

Enhanced maternity/adoption pay

Private medical insurance options

Gym Membership discounts

Qualifications

• Experience within housing, income, or customer account management.
• Confident using IT systems and software to manage financial data.

Responsibilities

• Follow up on failed payments or cancellations and arrange new payment solutions.
• Manage housing benefit overpayments and account reconciliations.
• Maintain accurate records and ensure compliance with quality standards.
• Coordinate direct debits, process refunds, and manage accounts.
• Collaborate with Finance, Lettings, and Customer Accounts teams.

Skills

Strong communication skills

Problem-solving skills

Customer-first mindset

Administration and data management skills

Knowledge of Universal Credit or Housing Benefit

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 Greenham (Thatcham), 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

We have some great benefits at SNG, including:

• 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% andLife 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!