Customer Account Advisor

Anchor Hanover Group; Bradford; Hybrid; GBP 27,000 - 30,000; Full time

Job summary

Anchor Hanover Group is recruiting a Customer Accounts Advisor (Income Recovery) for hybrid work from the Bradford office. The role focuses on supporting residents while driving income recovery and reducing housing debt.

You will manage a diverse caseload across regions, engaging with current and former residents in rented and homeownership accounts, balancing resident support with effective income recovery.

Qualifications

• Experience in arrears management or income recovery preferred.
• Transferable skills welcome.
• Strong communication and analytical abilities.

Responsibilities

• Manage arrears cases per policies, from initial contact to potential legal action.
• Prepare and manage court applications and support cases through proceedings.
• Handle calls discussing payment options and arrange sustainable repayments.
• Build relationships with residents to understand circumstances and find solutions.
• Support colleagues with complex cases and share policy guidance.
• Assist with training and knowledge sharing across teams.
• Identify early intervention opportunities using technology and face-to-face engagement.
• Respond to queries from Housing Benefit, UC, Local Authorities.
• Analyse accounts to identify trends and inform action plans.
• Produce case summaries and updates to stakeholders on arrears performance.

Skills

Arrears management

Income recovery

Customer service

Communication

Analytical skills

MS Office

Tools

Microsoft Office

Job description

Customer Accounts Advisor (Income Recovery)
Location: Hybrid working – based from our Bradford office
Salary: £26,900 rising to £29,721 following successful probationary period
Contract: Full Time | Fixed-Term Contract (12 months)

About the role

We’re looking for a proactive and customer-focused Customer Accounts Advisor to join our Customer Accounts team. This is an opportunity to play an important role in supporting residents while helping reduce housing debt through a proactive and supportive approach to income recovery.

You’ll manage a varied caseload across multiple regions, dealing with current and former residents across rented and homeownership accounts. Working closely with local managers and operational colleagues, you'll help residents find sustainable solutions while balancing resident support with effective income recovery.

Our team aims to challenge traditional perceptions of income recovery by focusing on understanding individual circumstances, identifying barriers, and providing support wherever possible. We assess affordability, analyse trends and behaviours, signpost residents to internal and external services, and aim to resolve issues without court action whenever appropriate.

Key responsibilities

• Manage arrears cases in line with internal policies and procedures, from initial contact through to legal action where required
• Prepare and manage court applications and support cases through legal proceedings
• Handle inbound and outbound calls, including discussing payment options, setting up sustainable repayment arrangements and processing payments
• Build positive working relationships with residents to understand their circumstances and identify suitable solutions
• Support operational colleagues with complex cases and provide guidance on policies and processes
• Assist with training and knowledge-sharing across teams where required
• Work collaboratively to identify early intervention opportunities and support residents through available technology and face-to-face engagement
• Respond to and manage queries relating to Housing Benefit, Universal Credit, Local Authorities and other relevant stakeholders
• Analyse account information and reports to identify trends, assess risk and determine appropriate action plans
• Produce case summaries and provide regular updates and commentary to key stakeholders, including supporting discussions around arrears performance

About you

Experience within arrears management, Income recovery, housing income, or a similar customer-focused environment would be beneficial; however, we welcome applicants with transferable skills and relevant experience.

You will also have:

• Excellent written and verbal communication skills with strong attention to detail
• The ability to build positive and effective relationships with residents and stakeholders
• A flexible and resilient approach with the ability to adapt in a fast-paced and changing environment
• A genuine passion for delivering resident-focused outcomes
• Strong organisational skills with the ability to prioritise workloads and manage competing demands
• Confidence managing a varied caseload and making informed decisions
• Good analytical skills and the ability to identify trends and assess risk
• Strong IT skills, including working knowledge of Microsoft Office applications, particularly Excel, Outlook and Word