Customer Accounts Officer

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.

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.

• 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.

• 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.

• 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.

Associate

Full‑time

Customer Service