Customer Accounts Officer

Sovereign Housing Association Limited; City Of London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A housing association in London is seeking a Customer Accounts Officer to manage customer accounts and support tenants with their rent and service charge issues. This hybrid role involves advising on welfare benefits, negotiating repayment plans, and maintaining accurate records. The ideal candidate will have strong knowledge of arrears management, excellent communication skills, and the ability to manage a busy caseload. Benefits include flexible working, a generous pension scheme, and additional paid wellbeing days.

Benefits

25 Days Holiday + Bank Holidays

Wellbeing days and volunteering days

Matched pension scheme up to 12%

Private medical insurance options

Gym Membership discounts

Private medical insurance options

Gym memberships and virtual GP access

Qualifications

• Strong knowledge and experience in arrears management and income collection.
• Excellent communication and interpersonal skills.
• Ability to manage a busy caseload independently and collaboratively.

Responsibilities

• Manage a portfolio of customer accounts.
• Provide support and advice to customers on rent management.
• Negotiate sustainable repayment plans.

Skills

Arrears management

Income collection

Debt recovery processes

Welfare benefits knowledge

Financial support schemes

IT literacy

Communication skills

Organisational skills

Tools

Housing systems

CRM systems

Job description

SNG 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 now looking for a Customer Accounts Officer 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 Officer, you'll play a vital role in supporting our customers to sustain their tenancies by helping them manage their rent and service charge accounts effectively.

What you'll be doing

• Managing a portfolio of customer accounts.
• Providing early interventions, support, and advice to help customers stay on top of their rent.
• Negotiating affordable and sustainable repayment plans.
• Advising customers on welfare benefits, including Universal Credit and Housing Benefit.
• Working closely with internal teams and external partners such as local authorities, DWP, and debt advice agencies.
• Preparing documentation for court proceedings and representing SNG at hearings when necessary.
• Maintaining accurate records, ensuring compliance with policies and data protection requirements.

What we're looking for

• Strong knowledge of arrears management, income collection, debt recovery processes, welfare benefits and financial support schemes.
• Experience in managing customer accounts and negotiating repayment arrangements.
• Excellent communication and interpersonal skills.
• Strong organisational and time management skills, with the ability to manage a busy caseload.
• Confidence to work both independently and collaboratively with a wide range of stakeholders.
• A good level of IT literacy and experience using housing or CRM systems.
• A full driving licence and access to a car as travel is required.

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% 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.

Ready to apply? If you're passionate about helping people manage their homes and finances, and you want to work for an organisation that makes a genuine social impact – we'd love to hear from you!