Customer Accounts Manager – Income Recovery

About the role

SNG is seeking a Customer Accounts Manager to lead its income recovery service across the Exeter locality. Reporting to the Senior Customer Accounts Manager, you will oversee a team of Customer Accounts Officers and Income Advisors, using data‑driven insights to meet collection targets while delivering excellent customer service.

Key responsibilities

• Lead, coach and develop a high‑performing team of Customer Accounts Officers and Income Advisors.
• Collaborate with senior management to achieve challenging income collection targets and operational goals.
• Ensure a customer‑centric approach by coordinating with other departments.
• Utilise data to improve service delivery, efficiency and resource allocation.
• Manage income performance data in line with Sovereign’s guidelines.

Required profile

• Proven experience in a similar role within social housing, handling arrears for rented, leasehold and shared‑ownership properties.
• Demonstrated ability to lead and motivate a rent/income collection team.
• Up‑to‑date knowledge of legislation, regulations and standards related to income collection.
• Strong communication, leadership and interpersonal skills.
• Track record of delivering excellent customer service in a complex environment.

Required skills

• Data analysis for service performance and resource deployment.

What we offer

• Hybrid working model with a minimum of two days per week in the Exeter office.
• Opportunity to work for one of England’s largest housing associations.
• Professional development within a supportive team environment.