Customer Accounts Officer

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

Benefits offered by this job

Pension up to 12%

Life cover 4x salary

Private medical insurance

Dental insurance

Wellbeing days

Volunteer days

Job summary

Sovereign Network Group offers a 9-month fixed-term Customer Accounts Officer role based from Ryde or Hurn, covering the Isle of Wight and South Hampshire. You will manage a portfolio of customer accounts, ensuring payments are collected on time and arrears are minimised, while helping customers with affordable solutions and welfare benefits guidance.

You will work with internal teams and external agencies, maintain records and support service improvements.

Qualifications

• Arrears management and debt recovery experience.
• Experience negotiating payment arrangements.
• Understanding welfare benefits (Universal Credit, Housing Benefit).
• Excellent communication and organisation.
• IT proficiency and ability to manage caseloads.
• Collaborative mindset to work across teams and external partners.
• Full UK driving licence and access to a car.

Responsibilities

• Proactively 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.

Skills

Arrears management

Debt recovery

Income collection

Payment negotiations

Welfare benefits

Communication

IT proficiency

Team collaboration

Driving licence

Job description

Salary: £32,000.00 - £38,000.00 Per year

SNG (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 Doing

• Proactively 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).

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 wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/paternity/adoption pay
• 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

About Us

At 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.

Please note a Basic DBS check will be undertaken for the successful candidate.

Our purpose is to provide good, affordable homes that are the foundation for a better life - and our vision is thriving communities, over generations. We provide over 85,000 homes and invest in communities across London, the South East, South West and East of England, as well as aiming to create thousands of new affordable homes every year.

Working for us is so much more than just a job. Whatever you role, you'll help us provide homes and services for those who need them - and make a real difference to people’s lives.