Customer Accounts Officer

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

Job summary

A housing association is seeking a Customer Accounts Officer in Wembley to manage customer accounts and support tenants in managing their rents. This hybrid role involves working onsite and from home, providing advice on welfare benefits, negotiating repayment plans, and maintaining compliance with policies. The ideal candidate will have strong arrears management knowledge and excellent communication skills. Benefits include generous leave, pension scheme, medical insurance options, and a supportive work environment.

Benefits

25 Days Holiday + Bank Holidays

Wellbeing days and volunteering days

Generous pension scheme

Enhanced maternity/adoption/paternity pay

Private medical and dental insurance options

Wellbeing discounts

Qualifications

• Experience in managing customer accounts and negotiating repayment arrangements.
• Strong knowledge of welfare benefits and financial support schemes.
• Confidence to work independently and collaboratively.

Responsibilities

• Manage a portfolio of customer accounts.
• Provide support and advice to help customers manage their rent.
• Negotiate affordable repayment plans.

Skills

Arrears management knowledge

Debt recovery processes

Excellent communication skills

Organisational skills

IT literacy

Tools

Housing systems

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.

We're now 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.

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

We 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 package
• 3 additional paid Wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% andLife 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!