Pobl Group
Customer Account Manager
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Customer Account Manager – Permanent, 37 Hours
Summary
Are you passionate about delivering exceptional customer service and making a positive impact on people’s lives? We are looking for a Customer Account Manager to join our team.
In this role, you will play a crucial role in ensuring our customers receive high-quality service and support, sustaining their tenancies while effectively managing income and minimising customer debt.
This agile, flexible position offers a unique and rewarding opportunity to work across multiple settings, providing vital cover for Customer Account Managers during annual leave, sickness, and peak periods.
Rather than being fixed to a single patch, you will make a difference in various communities and support services, building broad, transferable skills along the way.
Based in Cardiff, you will travel across all of our operational areas as needed—making this role ideal for someone who thrives on variety, adaptability, and meeting diverse groups of people.
Support and advise customers across South Wales, all while gaining valuable experience and making a real impact.
About the Role
As a Customer Account Manager, you will act as the primary point of contact for our customers, delivering a proactive and supportive income service.
Key Responsibilities
- Use data-driven insights to identify customers at risk of debt and provide preventative support.
- Offer advice, guidance, and assistance to customers in debt, helping them sustain their tenancies.
- Collaborate with internal and external partners to improve customer outcomes.
- Maximise income management, ensuring rent accounts are up-to-date and customers are supported financially.
- Travel across all operational areas where cover is needed, offering consistent, high-quality support.
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Our Expectations
- Flexibility & Mobility: Must hold a full driving licence and have access to a car due to the cross-area travel requirement.
- Data & Support Focus: Strong ability to use data tools to identify at-risk customers and risk-mitigate proactive action.
- Customer-Centric Approach: Demonstrate a commitment to putting customers first in every interaction.
- Relationship Building: Proven track record of collaborating with external agencies and advising on welfare benefits/local support.
- Maximum Impact: Evidence of delivering customer services that prioritise equity, engagement, and personalised support.
Our Values
We operate by our core principles: Compassionate, Authentic, and Progressive. We are driven by: 🔹 Fairness (Treating everyone with dignity) 🔹 Respect (Understanding diverse perspectives) 🔹 Equality & Inclusion (Fostering a culture of belonging) 🔹 Engagement (Collaborating with all stakeholders)
Benefits & Perks
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- Salary: £37,726 per annum (pro-rata if applicable)
- Hybrid Working: Flexible blend of office and home-based working
- Holidays: 26 days annually (pro-rata), incrementally rising to 31 days with service tenure
- Sick Pay: Progressive thereafter, up to 6 months’ pay after 4 years
- Blue Light Card (Eligible discounts across 15,000+ brands)
- Continuing Development: Ongoing professional training & support
- Mileage Allowance: 45p per mile + 5p per passenger mile
For more details, visit [Codi Careers](Careers - Codi).
Who Are We?
Codi Group is Wales’ largest not-for-profit provider of housing, care, and support services, committed to: 🏡 Managing nearly 25,000 homes 📈 Building over 4,500 new homes in the next five years 🌟 Supporting 17,000 individuals daily through community-focused services
Founded on the Welsh word "Codi" (meaning "rise"), our mission is to lift communities, people, and colleagues together.
FREDIE: Supporting Your Journey
Commitment to Fairness, Respect, Equality, Diversity, Inclusion, and Engagement guides everything we do. We are sincerely for everyone—welcoming applications regardless of background.
Apply Now
If this role appeals to you, we’d love to hear from you. For application assistance or adjustments, get in touch:
📧 talent@codigroup.co.uk | 📞 0300 373 5262
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