Location
Wembley, North West London

Hours
Hybrid working - combination of onsite, home, and office working 2 days per week

Salary
£30,000 per annum

About the Role
Sovereign Network Group (SNG) provides over 85,000 homes and invests in communities across the South, West and East of England, including London, with a commitment to creating thousands of new affordable homes every year. As a Customer Accounts Officer, you will play a vital role in supporting customers to sustain their tenancies by helping them manage their rent and service charge accounts effectively. Your responsibilities will include managing a portfolio of customer accounts, providing early interventions, support and advice to help customers stay on top of their rent, negotiating affordable and sustainable repayment plans, and advising on welfare benefits such as Universal Credit and Housing Benefit. You will work closely with internal teams and external partners including local authorities, DWP, and debt advice agencies. Additionally, you will prepare documentation for court proceedings and represent SNG at hearings when necessary, while maintaining accurate records and ensuring compliance with policies and data protection requirements.

Your Benefits
- 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
- Option to buy or sell holiday as part of a flexible benefits package
- 3 additional paid Wellbeing days and 2 paid volunteering days
- Generous matched pension scheme up to 12% and Life cover at 4x 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
- Flexible working, professional development opportunities, and an inclusive workplace culture where everyone can thrive

Experience
- Strong knowledge of arrears management, income collection, debt recovery processes, welfare benefits and financial support schemes
- Experience managing customer accounts and negotiating repayment arrangements

About you
- Excellent communication and interpersonal skills
- Strong organisational and time management skills with the ability to manage a busy caseload
- Confidence to work independently and collaboratively with a wide range of stakeholders
- Good level of IT literacy and experience using housing or CRM systems
- Full driving licence and access to a car as travel is required

Qualifications
Not explicitly stated, but relevant experience and skills as outlined are essential