Customer Accounts Officer

Sng (sovereign Network Group); City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A community-focused organization in the City of London is seeking a Customer Accounts Officer to manage customer accounts and support tenants with their financial needs. This hybrid role involves working onsite and remotely. The ideal candidate will have strong knowledge of arrears management and debt recovery processes, along with excellent communication skills. Benefits include generous holiday, matched pension scheme, and wellness programs. Join us to make a genuine social impact.

Benefits

25 days holiday + bank holidays

Flexible benefits package

Paid wellbeing and volunteering days

Matched pension scheme up to 12%

Enhanced maternity/adoption pay

Enhanced paternity pay

Private medical insurance options

Gym membership discounts

Qualifications

• Strong knowledge of arrears management and income collection.
• Experience in managing customer accounts and negotiating repayment arrangements.
• Excellent communication and interpersonal skills.

Responsibilities

• Managing a portfolio of customer accounts.
• Providing early interventions and support for customers.
• Negotiating sustainable repayment plans.

Skills

Arrears management

Income collection

Debt recovery processes

Welfare benefits knowledge

Negotiation skills

Excellent communication

Time-management

IT literacy

Tools

Housing systems

CRM systems

Job description

About the Role

We’re 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. 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.

Responsibilities

• 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.
• Maintaining accurate records, ensuring compliance with policies and data protection requirements.

Qualifications

• 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.

Benefits

• 25 days holiday + bank holidays (with an extra day each year up to 30 days).
• Chance to buy or sell holiday as part of our flexible benefits package.
• Additional paid wellbeing days and 2 paid volunteering days.
• Generous matched pension scheme up to 12% and life cover at 4× 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!