Customer Accounts Manager

Sovereign Housing Association Limited; City Of London; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A housing organization is seeking a Customer Accounts Manager in Wembley to lead a team focused on income management. You will ensure customers receive fair account management while leading performance improvements and compliance. The successful candidate will have strong income management experience and a CIH qualification, with opportunities for hybrid working and various benefits including generous holidays and pension schemes.

Benefits

25 Days Holiday + Bank Holidays

Flexible benefits package for buying/selling holiday

Paid Wellbeing and volunteering days

Generous matched pension scheme

Enhanced maternity/adoption pay

Private medical and dental insurance options

Wellbeing discounts and gym memberships

Qualifications

• Proven experience leading income collection teams across multiple tenures.
• Strong knowledge of housing legislation and income recovery processes.
• Excellent analytical skills to inform decisions and improve performance.

Responsibilities

• Lead and motivate Customer Accounts team for efficient service delivery.
• Drive performance to reduce arrears and enhance sustainability.
• Ensure compliance with regulations and governance policies.

Skills

Income management

Team leadership

Analytical skills

Stakeholder management

Knowledge of housing legislation

Education

CIH qualification (or working towards one)

Tools

Mobysoft RentSense

NEC

Advice Pro

Job description

SNG (Sovereign Network Group) was formed in October 2023 through the merger of Sovereign and Network Homes. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, aiming to create thousands of new affordable homes every year.

We're now looking for a Customer Accounts Manager to join our team in Wembley. This is a hybrid working role, where you'll be working onsite, at home, and in the office 2 days per week.

The Role

As a Customer Accounts Manager, you'll lead a team of around 5–13 colleagues to deliver an income management service. You'll ensure customers receive fair, supportive, and transparent account management while maintaining strong income collection performance across all tenures — including social rent, shared ownership, leasehold, and market rent. This is a dynamic leadership position that combines people management, service improvement, compliance, and customer focus.

What You'll Be Doing

• Lead and motivate your Customer Accounts team to deliver efficient income management services.
• Drive performance against key KPIs to reduce arrears and enhance financial sustainability.
• Ensure full compliance with regulations, governance policies, and risk management frameworks.
• Champion a customer-first approach, balancing financial objectives with empathy and fairness.
• Use digital tools and data analytics (including Mobysoft RentSense, NEC, and Advice Pro) to manage casework effectively and improve service outcomes.
• Collaborate with colleagues across SNG to develop early intervention strategies that support customers in financial hardship.
• Provide clear reports, insights, and recommendations to senior leadership, influencing strategy and service design.
• Promote equality, diversity, inclusion, and wellbeing within your team, fostering a culture of accountability and continuous improvement.

About You

You're a confident leader with strong income management experience and a passion for delivering outstanding customer service. You combine strategic insight with hands‑on operational management and are motivated by achieving results through people and data‑led decision‑making.

You'll Have

• Proven experience leading income collection teams across multiple tenures (rented, shared ownership, market rent, leasehold, former tenant accounts).
• Strong knowledge of housing legislation, income recovery processes, and best practice in arrears management.
• Excellent analytical skills and the ability to use data to inform decisions and improve performance.
• Confidence working with digital tools and systems to drive efficiency and transparency.
• A collaborative approach with strong stakeholder management and communication skills.
• CIH qualification (or working towards one).
• Flexibility to attend meetings and occasional customer visits (a driving licence may be required in some locations).

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.