Customer Accounts Officer

Service Care Solutions; Newcastle upon Tyne; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A prominent support solutions provider is seeking a Customer Accounts Officer to deliver quality income management support. The role involves proactive income collection, assisting with Housing Benefit claims, and working with customers to sustain their tenancies. Ideal candidates will have experience in income management and strong communication skills. This is a hybrid position requiring only 1 day in the office per month, offering £23.30 per hour for 37 hours weekly.

Qualifications

• Proven track record in income management or housing roles.
• Strong knowledge of arrears recovery practices and legislation.
• Good understanding of Housing Benefit and Universal Credit processes.
• Excellent communication and negotiation skills.
• Ability to work collaboratively in a team and manage a varied workload under pressure.

Responsibilities

• Proactive income collection and account management across a designated patch.
• Supporting customers with Housing Benefit and Universal Credit claims.
• Providing basic welfare benefit and money advice, with referrals where appropriate.
• Preparing and serving Notices Seeking Possession, while working to prevent legal action where possible.
• Building strong relationships with internal teams, local authorities, and external support agencies.

Skills

Income management experience

Knowledge of arrears recovery practices

Communication skills

Negotiation skills

Team collaboration

Job description

Overview

Customer Accounts Officer (Support) – Contract: 12 weeks – Rate: £23.30 per hour (umbrella) – Hybrid: 1 day per month in the office. We are recruiting for a Customer Accounts Officer to join our client's Customer Accounts Team on a temporary basis.

About the role

The successful candidate will deliver a high-quality income management service, maximising rental income and supporting customers to sustain their tenancies. You will engage with customers at an early stage to agree effective payment solutions, prevent arrears escalation, and provide guidance around benefits and financial support.

Responsibilities

• Proactive income collection and account management across a designated patch
• Supporting customers with Housing Benefit and Universal Credit claims
• Providing basic welfare benefit and money advice, with referrals where appropriate
• Preparing and serving Notices Seeking Possession, while working to prevent legal action where possible
• Building strong relationships with internal teams, local authorities, and external support agencies

About you

We are looking for an individual with:

• A proven track record in income management or housing roles
• Strong knowledge of arrears recovery practices and legislation
• Good understanding of Housing Benefit and Universal Credit processes
• Excellent communication and negotiation skills
• Ability to work collaboratively in a team and manage a varied workload under pressure

Key details

• Duration: 12 weeks
• Rate: £23.30 per hour (umbrella)
• Location: Hybrid - only 1 day per month in the office
• Hours: 37 hours per week

If you have the right skills and experience for this role, we'd love to hear from you.

To apply or for further information, please contact George Westhead at Service Care Solutions on (phone number removed) or (url removed)