Customer Accounts Officer
Join SNG (Sovereign Network Group) as a Customer Accounts Officer to support tenants in Wembley. This hybrid role works onsite, at home, and in the office 2 days per week.
Role Overview
As a Customer Accounts Officer, you will sustainably manage customer accounts, help tenants navigate rent and service charge payments, and collaborate with internal and external partners.
What you'll be doing
* Manage a portfolio of customer accounts.
* Provide early interventions, support and advice to keep customers on top of their rent.
* Negotiate affordable and sustainable repayment plans.
* Advise customers on welfare benefits, including Universal Credit and Housing Benefit.
* Work closely with internal teams and external partners such as local authorities, DWP and debt advice agencies.
* Prepare documentation for court proceedings and represent SNG at hearings when necessary.
* Maintain accurate records, ensuring compliance with data protection and policy requirements.
What we're looking for
* Strong knowledge of arrears management, income collection, debt recovery processes and welfare benefits and financial support schemes.
* Experience managing customer accounts and negotiating repayment arrangements.
* Excellent communication and interpersonal skills.
* Strong organisational and time‑management skills, managing a busy caseload.
* Confidence to work independently and collaboratively with a broad range of stakeholders.
* Good IT literacy and experience using housing or CRM systems.
* Full driving licence and car access as travel is required.
Benefits
* 25 days holiday + bank holidays (extra day each 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 4× 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.
Seniority Level
Associate
Employment Type
Full‑time
Job Function
Customer Service
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