The role
Southern Housing is looking for a dynamic and experienced Head of Customer Accounts to lead our income collection service, drive customer‑focused improvements, and support tenancy sustainment across our diverse resident base.
Reporting to the Director of Customer Access & Transactions, this is a fantastic opportunity to shape strategy, deliver high performance, and play a key role in integrating our teams into a single, customer‑centric service, all whilst living our HEART values.
In this role you will lead and inspire the Customer Accounts team to maximise income collection, oversee arrears and service charge recovery across all tenures and partnerships, and manage former tenant and sundry debt. You will champion excellent customer service, ensure proactive complaint resolution, and use predictive tools and performance data to target accounts requiring action. Working closely with internal teams, the DWP, Local Authorities, and other partners, you will ensure residents receive the right support while protecting business income. You will manage bad debt processes, budgets, and accurate reporting, ensuring compliance with legislation, FCA requirements and best practice, while using data insights to drive continuous service improvement.
This role will be based in our Croydon or Sittingbourne office and requires presence in both locations on regular basis due to teams’ allocation. Hybrid working is offered as agreed with your manager.
What you’ll need:
1. Proven leadership experience, managing cross-functional teams and driving performance to ensure the efficient collection and debt recovery and accurate reporting
2. Expertise in budgeting, forecasting, monitor and audit processes
3. Deep understanding of the broad regulatory environment for arrears recovery – this should include renters’ and leaseholders’ rights, and welfare reform
4. Confidence interpreting KPIs and presenting financial data to senior leadership teams
5. Excellent communication, organisational, and customer service skills
6. Experience managing change and delivering measurable improvements
7. A proactive, resilient, and diplomatic approach
8. Housing professional qualification CIH 4 or willingness to work towards achieving this level
In your supporting statement, it is important that you address how you meet each of the above eight criteria providing real examples.
Closing Date: 31st of March 2026 (Tuesday) at 23:59
Shortlisting Date: from 1st of April 2026
Interview Dates:
1 Stage: in-person interview on 13th of April 2026 in our Croydon office
2 Stage: in-person interview on 20th of April 2026 in our Farringdon office
Please note: We reserve the right to close this vacancy early if we receive a high volume of applications. We encourage you to submit your application and supporting statement as soon as possible so your application can be reviewed and considered
Applying for roles with us