Income Officer

Sovereign Network Group; Cold Ash; On-site; GBP 21,000 - 27,000; Full time

Job summary

Sovereign Network Group is seeking a Customer Accounts Officer to manage a portfolio of customer accounts, ensuring payments are collected on time and arrears are minimised. You will work with customers to establish sustainable repayment plans and provide welfare benefits guidance.

A full UK driving licence and access to a car are required for some locations. Role involves collaboration with internal teams, documentation for recovery actions, and maintaining compliant records while aiming to

Qualifications

• Strong communication, organisational and decision-making skills.
• IT proficiency and ability to manage caseloads effectively.
• Ability to work collaboratively across teams and with external partners.
• Full UK driving licence and access to a car, required for some locations, depending on role.
• Knowledge of welfare benefits (Universal Credit, Housing Benefit).

Responsibilities

• Proactively managing customer accounts to prevent arrears and encourage timely payments.
• Negotiating affordable repayment arrangements with customers.
• Providing welfare benefits advice and conducting affordability assessments.
• Taking recovery actions including documentation and court hearings.
• Maintaining accurate records and ensuring compliance with policies and regulations.
• Collaborating with internal teams and external agencies to support customers.

Skills

Communication

Organisation

Decision making

IT skills

Caseload management

Driver's license

Welfare benefits knowledge

Job description

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.
• 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).

A full UK Drivers License and your own transport is essential to this role., Strong knowledge of arrears management, debt recovery, and income collection.

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.