Customer Accounts & Arrears Specialist

SNG (Sovereign Network Group); Thatcham; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

SNG (Sovereign Network Group) is seeking a Customer Accounts Officer to manage a portfolio of customer accounts across the Oxfordshire area from the Greenham office. You will help reduce arrears, negotiate payment plans, advise on welfare benefits, and collaborate with internal teams to support customers.

The role requires a strong understanding of arrears management, good negotiation skills, and the ability to manage caseloads while complying with policies.

Qualifications

• Experience in arrears management, debt recovery and income collection.
• Proven ability to negotiate affordable payment arrangements.
• Knowledge of welfare benefits, including Universal Credit and Housing Benefit.
• Excellent communication, organisational and decision-making skills.
• IT proficiency and ability to manage caseloads.
• Collaborative mindset with ability to work across teams and with external partners.

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

Negotiation

Welfare benefits

Universal Credit

Housing Benefit

Communication skills

Organisational skills

Decision making

IT skills

Team collaboration

Driving licence

Job description

SNG (Sovereign Network Group) is seeking a Customer Accounts Officer to manage a portfolio of customer accounts across the Oxfordshire area from the Greenham office. You will help reduce arrears, negotiate payment plans, advise on welfare benefits, and collaborate with internal teams to support customers.

The role requires a strong understanding of arrears management, good negotiation skills, and the ability to manage caseloads while complying with policies.