Former Tenants Arrears Officer

SNG (Sovereign Network Group); Greenham; Hybrid; GBP 28,000 - 33,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Buy/sell holiday option

Wellbeing days & volunteering days

Matched pension up to 12%

Life cover 4x salary

Private medical insurance

Dental insurance

Critical illness cover

Gym discounts / memberships

24/7 virtual GP service

Job summary

Sovereign Network Group (SNG) is recruiting a Former Customer Accounts Officer to join our Greenham-based team. The role focuses on proactively managing former tenant accounts, recovering debt, and providing support when customers need assistance, all while maintaining fair treatment and accurate records.

You will collaborate with Housing and Customer Accounts teams, negotiate affordable repayment plans, and ensure timely invoicing and documentation as part of a values-led organisation.

Qualifications

• Experience in customer accounts, debt recovery or income collection.
• Strong customer service and communication skills.
• Ability to negotiate repayment arrangements.
• Knowledge of welfare benefits or housing-related support.
• Excellent attention to detail and record-keeping.
• Organisational skills with ability to manage a varied workload.

Responsibilities

• Manage former customer accounts and outstanding balances.
• Agree affordable repayment plans with customers.
• Recover debts professionally and promptly.
• Maintain accurate customer records and account information.
• Work with housing colleagues to manage accounts when tenancies end.
• Trace former customers when required.
• Support debt write-off processes in line with policy.
• Liaise with external debt collection agencies and handle queries.

Skills

Customer service

Debt recovery

Negotiation

Record-keeping

Organisation

Tools

CRM software

Microsoft Excel

Job description

Salary:£28,000.00 - £33,000.00 Per yearAt Sovereign Network Group (SNG), we're passionate about creating supportive and thriving communities.We're looking for a Former Customer Accounts Officer to join our Customer Accounts team based from our Greenham office, working hybrid 2 days per week in the office and from home. You may also be required to attend other offices.This is an excellent opportunity for someone passionate about supporting customers, with experience in income recovery, customer accounts, debt management, housing, or financial administration who enjoys delivering outstanding customer service and working in a values-led organisation.The roleAs a Former Customer Accounts Officer , you'll be responsible for the proactive management of former customer accounts, delivering a customer-focused service that recovers debt, returns credits, and identifies opportunities for support where customers may need additional assistance.Working closely with colleagues across Customer Accounts and local housing teams, you'll help ensure customers are treated fairly while supporting the effective management of former tenant debt.What you'll be doingManaging former customer accounts and outstanding balances.Agreeing affordable repayment plans with customers.Recovering debts in a professional and timely way.Maintaining accurate customer records and account information.Working with housing colleagues to identify and manage accounts when tenancies end.Tracing former customers where required.Supporting debt write-off processes in line with policy.Liaising with external debt collection agencies and managing account queries and disputes.Ensuring invoices and recovery documents are accurate and issued on time.What we're looking forWe're looking for an individual keen on making a difference and supporting customers. Please include your motivations for applying for this role, and your transferrable skills in your covering letter.Experience in customer accounts, debt recovery, income collection, housing, or a similar customer-focused role.Strong customer service and communication skills.Confidence in negotiating repayment arrangements.Knowledge of welfare benefits and housing-related support.Good attention to detail and accurate record-keeping skills.Strong organisational skills with the ability to manage a varied workload.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.