About the role
We’re looking for motivated, customer focused people who enjoy solving problems and helping customers find sustainable solutions. At Southern Housing, we believe in delivering fair, respectful and effective services — and this role plays a vital part in supporting residents while protecting our income.
Reporting to a Customer Accounts Team Manager, you’ll be responsible for delivering a high quality arrears collection and debt recovery service for residents, former residents and homeowners. You’ll manage a varied caseload of accounts, balancing our belief that rent should be paid with our commitment to sustaining tenancies wherever possible.
You’ll handle a high volume of customer contact across multiple channels, offering practical advice, setting up payment arrangements and working collaboratively with colleagues and external partners to resolve complex cases. You’ll also make appropriate use of legal and enforcement tools in line with policies and regulatory requirements.
This role is based at our office xxx
You’ll be expected to complete your training and probation from the office, with hybrid working options available following this.
About you
If you’re confident communicating with customers, resilient in challenging conversations, and motivated by achieving results while doing the right thing, you’ll fit right in. Experience in income, arrears or debt recovery is helpful, but what matters most is your ability to work with customers professionally, empathetically and consistently.
You’ll bring:
• Strong communication skills: confident on the phone and in writing, with the ability to explain information clearly
• Resilience and professionalism: remaining calm and respectful during difficult or sensitive conversations
• Excellent organisation: managing high volumes of work and meeting KPIs and deadlines
• Good negotiation and influencing skills: working towards sustainable solutions
• A customer focused mindset: balancing income protection with tenancy sustainment
• Confidence using IT systems: accurately recording actions and managing accounts
About the team
You’ll work as part of a dedicated Customer Accounts team, responsible for managing arrears across a range of tenures. The team works closely with Housing, Legal, Social Impact, ASB and external agencies to maximise income, minimise debt, and support residents to maintain their homes wherever possible.