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Customer Accounts Manager

4 months ago

Christchurch Dorset, United Kingdom SNG Formerly Sovereign Housing Association Full time

Sovereign has recently merged with Network Homes to form the Sovereign Network Group (SNG). We provide over 84,000 homes and invest in communities across London and the South of England, aiming to offer quality affordable homes and places people love. We are committed to sustaining tenancies and ensuring customer satisfaction through effective income management and support services.

We're pleased to have an opportunity for a Customer Accounts Manager to join our team and help manage and deliver our income recovery service. This role involves using data to make informed decisions and respond quickly to customer needs and external changes.

You'll be based from our Christchurch office, with travel across South Hampshire and the Isle of Wight , and will take our hybrid approach combining office and home working

Role : You will report to a Senior Customer Accounts Manager and lead a team of Customer Accounts Officers and Customer Income Advisors. Your focus will be on delivering an outstanding income recovery service across your locality, ensuring effective day-to-day income collection and related services. You'll collaborate with the wider management team to meet performance targets, operational goals, and industry best practices.

Key Responsibilities:

  • Lead and support a team, fostering a high-performing and professional environment.
  • Work with the management team to meet challenging targets and deliver high levels of customer satisfaction, cost-effectiveness, and value for money.
  • Ensure your team collaborates with other teams to provide a customer-centric service.
  • Use a data-driven approach to improve service delivery and efficiency.
  • Manage data related to income performance as per Sovereign's guidelines.

Requirements:

  • Experience in a similar role within social housing, including income recovery for various tenures.
  • Knowledge of managing arrears in rented, leasehold, and shared ownership properties.
  • Proven ability to lead and motivate a rent/income collection team.
  • Up-to-date knowledge of legislation, regulations, and standards related to income collection.
  • Experience in using data to drive service performance and deploy resources effectively.
  • Strong leadership, communication, and interpersonal skills.
  • Evidence of excellent customer service in a complex environment.
  • Membership in a professional body like CIH (Chartered Institute of Housing) is a plus, but not essential.

Benefits:

  • GBP450 flex-pot annually, discounted shopping, and cycling scheme.
  • 25 days holiday + bank holidays (with an extra day each year up to 30 days).
  • Option to buy and sell up to 5 days holiday per year.
  • Company pension scheme matched up to 12%, life cover at 4x your salary.
  • Flexible working options.
  • Private medical insurance, dental insurance, and critical illness cover options.

We are committed to equality, diversity, and inclusion and believe you can truly be yourself at SNG. Visit our careers site to learn more about us and our values.

Join us and make a real difference in people's lives. This is a fantastic opportunity to be part of an exciting period of change at SNG.

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