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Customer Accounts Advisors (Arrears Management)

Lizzie Bennett
Horsham, West Sussex
£23,000 per annum
Closing date
8 Aug 2021

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Corporate Services, Finance
Full Time
Organisation Type
Housing association / RP
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Job Details

Are you driven to deliver excellent customer service? Are you keen to engage with customers to understand their financial situation and help to find solutions to get their rent accounts back on track? If you're new to the industry, it's no problem! If you have the skills and the right attitude, we can train you to be successful! All we ask is that you do have a strong customer service background with the passion for going above and beyond to help people and a big appetite for learning!

​​​​​​​There’s never been a better time to join Southern Housing Group. You’ll be part of a dynamic team within a flexible and innovative organisation who are stable and independent, which is crucial during these unprecedented times. Our customers come from all walks of life, and so do our colleagues. We actively encourage applications from people of any background who can bring an array of experience, skills and culture to our business, making us stronger and united. We celebrate our diversity and offer a safe environment where you can feel comfortable to truly be yourself. We’re proud to be part of various networks including BAME, The Women’s Network, PRISM – we’re also a Stonewall Diversity Champion, allowing those from within the LGBTQA+ community to feel empowered to express themselves freely without prejudice.

As part of the Customer Accounts team, you'll manage the recovery of rent and service charge arrears, engaging with customers to understand their circumstances and create solutions to make it possible for them to pay their rent, maintain their tenancies and prevent arrears arising in the future. This is a really interesting role where you can dig deep into individual customers cases and use your initiative to turn around their situation. Knowing you've made a positive difference to someone's life every day will leave you feeling fulfilled. It doesn't come without it's challenges, so you'll need to be prepared to tackle some difficult situations. 

Great communication skills are essential, as a large part of your day will be spent on the telephone talking to people. You'll have an inquisitive mind and take a flexible attitude towards resolving problems to a successful conclusion. You'll be empowered to take ownership and responsibility of debt recovery cases, making sure customers receive the appropriate support with money management advice and guidance regarding benefits to help maximise their potential income.

You’ll be based at our modern, vibrant office in the heart of the historic Horsham town; being a convenient location which is close to a selection of shops, bars and restaurants and just a 5 minute walk from the train station. This role is a full-time, permanent position working 35 hours per week Monday – Friday, between 08:00 – 18:00 (on a rota basis).

What we need from you:

  • Solution-focussed and driven to achieve the best outcomes for our customers and the business
  • Strong communication and negotiation skills
  • Self-motivated with a positive attitude towards work
  • Can work well with minimal supervision, but enjoy working as part of a team to achieve goals and targets 
  • Operate effectively to achieve targets and provide excellent customer service
  • Being able to use initiative to make decisions
  • Show empathy and be resilient to deal with sensitive or challenging situations

Please be aware that due to the nature and sensitivity of this role, we aren't able to consider applications from Southern Housing Group residents.

What we’ll offer you:

  • A starting salary of £23,000 per year, with increments as and when you meet objectives and targets whilst you learn!
  • 23 days holidays (plus public holidays and increasing with service) and as we close between Christmas and New Year, we give you another 3 days!
  • The chance to buy or sell additional leave
  • £250 in vouchers as part of our colleague referral scheme
  • Ongoing support for your wellbeing
  • Flexible benefits with some really exciting options which you can find out more about here!






There is an opportunity to include a cover letter with your application. Please use this opportunity to provide additional information on how you meet the criteria as set out in the person specification, and why you are the best candidate for this role

**Please note, we'll be interviewing flexibly for these positions so we may close the advert sooner than the set closing date. The first stage of the interview process will be a telephone interview. If successful after this stage, you'll be invited to a formal interview**


Who we are and what we do

Southern Housing Group is one of the largest housing associations in the UK and has a well-established reputation as a successful business with social objectives. The Group provides a a range of homes for people in housing need, including social rent, affordable rent, shared ownership and outright sales.

We exist to provide homes for more than 72,000 customers in over 28,500 homes, making lives better and investing in communities. With around 1,000 employees, we’re an organisation that’s growing.

We are a member of the G15, which represents London's largest housing associations. The G15 houses one in ten Londoners and builds a quarter of London's new homes.

Southern Housing Group won the “Housing Association of the Year” award at the WhatHouse? Awards 2018. The Group also won the award for “2018 Best Large Development” at the National Housing Awards for our development at Bow River Village in London.

Why work for us

What we do – We're a charitable business with social objectives, and customer service is at the heart of our business. We're proud of our reputation as a financially strong, stable, and independent housing provider. Every penny we make is reinvested in new homes, improving our services, and helping transform people’s lives.

What we offer – We offer career progression, competitive salaries, and excellent benefits. We support and train our staff to excel as they develop their careers.

Diversity & Inclusion – Southern Housing Group is an equal opportunities employer and seeks to employ a workforce which reflects the diverse community at large. Please note that in order to be considered for these opportunities you must have the right to work in the UK. Our roles may require travel between our various offices.

Values – We are a value led organisation, and our principles resonate throughout the heartbeat of the company. Our values are Working Together, Getting Things Done and Doing the Right Thing.

Rewards and benefits

Pay and rewards We've recently reviewed our salary structure, both internally and in comparison to the external market and the rest of the housing sector, to help us ensure our salary structure is competitive and helps us attract the best candidates.

Benefits – We want to help you achieve a happy work-life balance. This is what we offer:

  • Great holidays – Up to 26 days, plus public holidays
  • The chance to buy extra leave and discount cards
  • £250 in vouchers via our employee referral scheme
  • Three times basic salary life cover
  • A benefits programme offered by a BUPA Employee Assistance Plan
  • A generous pension scheme. We will pay a maximum of 9% if an employee contributes 6% or more in to your chosen pension plan

Flexible working – We offer the following choices under our flexibility policy:

  • Annualised hours
  • Term time only working
  • Compressed hours
  • Career breaks
  • Flexitime and opportunities to work from home

Staff awards – Every year, we organise a long service award ceremony celebrating colleagues who’ve been with us for 5, 10, 15, 20, 25, 30, 35, and 40 years.

We also regularly recognise and reward colleagues who provide excellent service to our customers and internally.

Cycle2Work – The Cycle2Work scheme allows you to purchase a bicycle and equipment (up to the value of £1,000) tax and VAT free.

Travel season ticket loan – You can apply for a travel season ticket loan where we buy your season ticket up front and you pay us back, interest free.

Discounted gym membership – Employee discounts are available at various gyms close to our offices.

Find Us
020 7553 6479
Fleet House
59 - 61 Clerkenwell Road
London & Regional Offices
London & Regional Offices
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