Customer Accounts Officer

Job title: Floating Officer
Location: Hybrid / Ealing (W5 5TL)
Salary: £32248.00 per annum
Contract: 11 months Fixed Term Contract
Working hours: 35hpw across Mon-Fri
DBS Level: Standard DBS

We are a UK housing association committed to a new vision - providing homespeople love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well as homes for sale and shared ownership.

As a Floating Officer, you will manage income collection activities in line with A2Dominion's policies, procedures, and performance targets, while providing support and guidance to residents experiencing financial difficulties.

• To manage and monitor residents accounts and to recover outstanding money in accordance with policies and procedures.
• To support the centralised Customer Accounts team with visits and courtwork for stock located outside of the central regions.
• To provide advice and assistance to residents on all relevant benefit and debt issues.
• To ensure that IT systems are regularly updated and effective manual record systems are maintained.
• To liaise with relevant external stakeholders (County Courts and Local Authorities) to enhance performance and ensure compliance with Service Level Agreements are met.
• Liaise with statutory and voluntary advice agencies on individual cases as appropriate.
• To liaise with other internal teams and departments as required given the needs of an individual case.
• To work as part of the Customer Accounts team to ensure individual and team Key Performance Indicators are achieved.
• To produce arrears performance reports as required.

• Holds a full UK Driving Licence desirable
• Previous experience of Debt Recovery / Credit Control desirable
• Previous experience working in a Housing Association or Local Authority setting is desirable, but not essential
• Knowledge of Welfare Benefits desirable
• Applies a high level of accuracy and attention to detail in all aspects of work
• Strong communication and negotiation skills
• Builds positive working relationships and has experience supporting a diverse range of customers
• Ability to work on own initiative and as part of a team
• Demonstrates strong IT literacy, with the ability to confidently learn and utili se new systems and digital tools

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.

• 25 days' holiday (plus Bank Holidays)
• Up to 8% contributory pension
• In addition, all permanent and fixed term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.

We're proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at .

We know some people hesitate to apply if they don't meet every requirement. If that's you, we encourage you to apply if your skills and experience align - please get in touch with us to talk it through.

At A2Dominion, we value diversity, embrace flexibility, and are a family friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.

This Vacancy is being managed by Hollie Furness - . The role closes on 15 April 2026, we reserve the right to close early upon appointment of the right candidate.