Customer Accounts Manager

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 building thousands of new affordable homes every year.

We have an opportunity for an Income Manager to join our team, to 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.

This role will be based in Exeter with travel to other offices as and when required. SNG take a hybrid approach combining office and home working, with a minimum requirement of 2 days a week in the office.

The 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.

Your responsibilities will include:

• 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

To be successful in this role you'll need:

Essential:

• 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.

Desirable:

• Membership in a professional body like CIH (Chartered Institute of Housing) is a plus, but not essential.