SNG (Sovereign Network Group)
Customer Accounts Officer
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SNG (Sovereign Network Group) is one of the largest housing associations in England. 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 have an opportunity for a Customer Accounts Officer to join our team! Based from our Greenham office, you'll cover our Oxfordshire area, combining home, office and onsite working. A full UK Drivers License and your own transport is essential to this role.
The Role
As a Customer Accounts Officer, you'll manage a portfolio of customer accounts, ensuring payments are collected on time and arrears are minimised. You'll work closely with customers to find sustainable payment solutions, provide advice on welfare benefits, and take action where debts remain unresolved.
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What You'll Be Doing
- Proactively managing customer accounts to prevent arrears and encourage prompt payments.
- Negotiating affordable repayment arrangements with customers.
- Providing advice on welfare benefits, conducting affordability assessments, and referring customers for specialist support.
- Taking appropriate recovery action, including preparing documentation and attending court hearings.
- Working collaboratively with internal teams and external agencies to support customers effectively.
- Maintaining accurate records, ensuring compliance with policies, procedures, and regulations.
- Contributing to service improvements and sharing best practices to help reduce arrears.
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What We're Looking For
- Strong knowledge of arrears management, debt recovery, and income collection.
- Experience negotiating payment arrangements and supporting customers with financial matters.
- An understanding of welfare benefits, including Universal Credit and Housing Benefit.
- Excellent communication, organisational, and decision-making skills.
- IT proficiency and the ability to manage caseloads effectively.
- A collaborative mindset with the ability to work across teams and with external partners.
- A full UK driving licence and access to a car (required for some roles, depending on location).
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