Customer Accounts Team Leader

About the role

The Customer Accounts Team Leader will manage a team of Customer Account Specialists within Clarion’s housing portfolio, ensuring compliant and customer‑focused income management. The role balances rent collection targets with the need to minimise financial hardship for tenants.

Key responsibilities

• Lead, coach and develop a team of Customer Account Specialists.
• Set clear objectives, monitor progress and drive continuous improvement.
• Ensure rent collection is maximised while applying a fair, customer‑centred approach.
• Maintain compliance with legislation, court processes, policies and procedures.
• Oversee performance management, providing feedback and addressing under‑performance.
• Support the development of service delivery and contribute to strategic income‑management initiatives.

Required profile

• Proven experience in leading, motivating or developing teams.
• Strong background in income management, debt recovery, credit control or a similar customer accounts environment.
• Track record of improving team and service performance while balancing commercial objectives with excellent customer service.
• Good understanding of rent arrears management, relevant legislation, court processes and welfare reforms such as Housing Benefit and Universal Credit.

Required skills

What we offer

• Permanent contract with a hybrid working model (office and remote).
• Salary range £38,623 – £45,005 per annum.
• Benefits that support work‑life balance and professional development.