Customer Accounts Specialist – Arrears & Welfare (Hybrid)

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

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.