Customer Accounts Officer

SNG (Sovereign Network Group); Ryde; Hybrid; GBP 32,000 - 38,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Buy/sell holiday

Wellbeing days

Pension scheme up to 12%

Life cover at 4x salary

Private medical insurance

Dental insurance

Critical illness cover

Gym membership discounts

24/7 virtual GP

Job summary

SNG (Sovereign Network Group) is seeking a Customer Accounts Officer to manage a portfolio of customer accounts across the Isle of Wight and South Hampshire. The role focuses on timely payments, arrears minimisation, and sustainable repayment arrangements.

You will provide advice on welfare benefits, conduct affordability assessments, and collaborate with internal teams and external agencies to support customers effectively. A full UK driving licence is essential.

Qualifications

• Strong knowledge of arrears management, debt recovery and income collection.
• Experience negotiating payment arrangements and advising customers on financial matters.
• Understanding welfare benefits, including Universal Credit and Housing Benefit.
• Excellent communication, organisational and decision-making skills.
• It proficiency and ability to manage caseloads.

Responsibilities

• Proactively managing customer accounts to prevent arrears and encourage prompt payments.
• Negotiating affordable repayment arrangements with customers.
• Providing advice on welfare benefits and conducting affordability assessments.
• Taking appropriate recovery action, including preparing documentation and attending court hearings.
• Working with internal teams and external agencies to support customers.
• Maintaining accurate records and ensuring compliance with policies.

Skills

Arrears management

Debt recovery

Income collection

Negotiation

Welfare benefits knowledge

Communication

Organisational skills

Decision making

Driving licence

Team collaboration

Tools

MS Office

CRM

Job description

Salary:£32,000.00 - £38,000.00 Per yearSNG (Sovereign Network Group) is one of the largest housing associations in England.We 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 have a 9 month Fixed Term opportunity for a Customer Accounts Officer to join our team! Based from either from our Ryde or Hurn office, you’ll cover our Isle of Wight and South Hampshire areas, combining home, office and onsite working.A full UK Drivers License and your own transport is essential to this role.The Role:As a Customer Accounts Officer , you’ll manage a portfolio of customer accounts, ensuring payments are collected on time and arrears are minimised. You’ll work closely with customers to find sustainable payment solutions, provide advice on welfare benefits, and take action where debts remain unresolved.What You’ll Be DoingProactively 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.What We’re Looking For:Strong knowledge of arrears management, debt recovery, and income collection.Experience negotiating payment arrangements and supporting customers with financial matters.An understanding of welfare benefits, including Universal Credit and Housing Benefit.Excellent communication, organisational, and decision-making skills.IT proficiency and the ability to manage caseloads effectively.A collaborative mindset with the ability to work across teams and with external partners.A full UK driving licence and access to a car (required for some roles, depending on location).Job DescriptionWe 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 package3 additional wellbeing days and 2 paid volunteering daysGenerous matched pension scheme up to 12% and Life cover at 4x salaryEnhanced maternity/paternity/adoption payOptions for private medical insurance, dental insurance and critical illness coverWellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP serviceAt Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.Please note a Basic DBS check will be undertaken for the successful candidate.