Coordinator - Customer Accounts

SNG (Sovereign Network Group) is a large Housing Association, where 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. We're looking for a Coordinator - Customer Accounts to join our dedicated income team in Greenham (Thatcham), helping to ensure customers are supported to sustain their tenancies and manage their housing costs effectively. This is hybrid working role, where you'll work from home and in the office 2 days per week. The Role: As a Coordinator - Customer Accounts, you'll play a key part in supporting the income service by providing administrative support to ensure collection of housing costs and promoting tenancy sustainability. Based from our Greenham office, you'll work from home and in the office 2 days per week. What You'll Be Doing: Following up on failed payments or cancellations, arranging new payment solutions, and referring customers for additional support where needed. Managing housing benefit overpayments, universal credit verifications, and account reconciliations. Maintaining accurate records and ensuring financial data meets quality and compliance standards. Coordinating account processes such as setting up and adjusting direct debits, processing refunds, and managing garage licence accounts including chasing arrears. Working collaboratively with teams across Finance, Lettings, and Customer Accounts to ensure a consistent and compliant approach. Acting as a Data Steward to ensure accurate reporting and transparency across customer accounts. Supporting early intervention strategies for arrears prevention and tenancy sustainment. What We're Looking For: Strong communication and problem-solving skills, with a customer-first mindset. Experience within housing, income, or customer account management. Knowledge of welfare benefits such as Universal Credit or Housing Benefit. Excellent administration and data management skills with strong attention to detail. Confident using IT systems and software to manage and analyse financial data. Job Description