Customer Accounts Officer

Sovereign Network Group; Wembley; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A housing association in Wembley is seeking a Customer Accounts Officer to manage customer accounts and provide support for rent and service charges. The ideal candidate will have experience in arrears management and excellent interpersonal skills. This role offers generous benefits including flexible working options and a matched pension scheme.

Benefits

25 Days Holiday + Bank Holidays

Matched pension scheme up to 12%

Private medical insurance options

Wellbeing discounts, including Gym Memberships

Qualifications

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

Responsibilities

• Managing a portfolio of customer accounts.
• Providing support and advice to customers on their rent.
• Negotiating affordable repayment plans.

Skills

Knowledge of arrears management

Experience in negotiating repayment arrangements

Excellent communication skills

Strong organizational skills

Ability to manage a busy caseload

IT literacy

Tools

Housing or 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.

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:

• 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!