Customer Account Lead

Customer Account Lead
Contract: Permanent, Full-Time (35 hours per week)
Working Pattern: Agile (20-40% in office; 3-4 days WFH)
Salary:

• London: From £32,881 per annum

• Outside London: From £28,886 per annum

We're a large, fast-paced organisation combining social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of. Recognised for our great workplace culture, we invest in our people's wellbeing, development, and flexible working.

Benefits & Perks

• Annual Leave: 28 days, rising to 31 days after 3 years' service

• Pension: Generous scheme with up to 6% matched contributions

• Health Cash Plan & Employee Assistance Programme

• Life Assurance: Non-contributory cover

• Recognition Bonuses: Spot awards for outstanding contributions

• Volunteer Time: Up to 21 paid hours per year

• Family-Friendly Policies: Flexible, part-time, and job-share options available

• Learning & Development: Access to our in-house Skills Academy

• Diversity Networks: Ability, Kaleidoscope, Inspire, Spectrum

As a Customer Account Lead, you will:

• Manage a portfolio of tenancy accounts through the full arrears lifecycle

• Negotiate, monitor, and enforce repayment plans in line with pre-court protocols

• Provide empathetic, solution-focused support, signposting residents to benefits and wellbeing services

• Use professional judgement to refer cases to court when necessary, balancing customer care with income targets

• Collaborate with Housing, Finance, Recovery & Enforcement teams and external partners

• Accurately record all actions in our systems

You'll report to a Customer Account Manager and work within a local arrears-lifecycle team.

• Customer Service: Experience in a fast-paced, challenging environment, handling sensitive situations with tact

• Arrears Management: Knowledge of the full arrears lifecycle and welfare benefits

• Decision-Making: Confident, reasoned judgement; able to choose optimal solutions under pressure

• Organisation: Self-motivated, excellent at prioritising multiple deadlines

• Collaboration: Strong communicator; builds relationships with colleagues and stakeholders

You'll be resilient, resourceful, and comfortable having challenging conversations-always aiming for the best outcome for both residents and the organisation.

• Inclusion & Diversity: Proud to be a Diversity Champion and Disability Confident employer, with mental-health support pledges

• Environmental & Social Responsibility: We support green initiatives and community investment through our Foundation

• Flexible Working: We'll work with you to find the right work-life balance at every stage of your career