Position: Customer Account Lead Contract: Permanent, Full-Time Hours: 35 hours per week Persona: Agile (20-40% in the office, 3-4 days remote work) Location: West Ham Lane, London, or Sale Point, Manchester Salary: Starting at £31,923 (London), £28,045 (Outside London) Closing Date: 26th January 2025, 11:59 PM Join Our Income Management Team Are you ready to make a difference? We are seeking passionate, customer-focused individuals to join our Income Management Team as Customer Account Leads. This is your chance to play a vital role in delivering excellent service, reducing arrears, and maximizing income for our residents. Why Work With Us? We combine a social purpose with commercial drive to create homes and neighborhoods everyone can be proud of. Recognized as one of the UK's Best Workplaces for Women and certified as a Great Place to Work, we value our people and are committed to their growth and wellbeing. What We Offer: Annual Leave: 28 days, increasing to 31 after 3 years. Pension Scheme: Double contribution up to 6%. Health Benefits: Cash plans and wellbeing offers. Life Assurance: Generous coverage. Flexibility: Agile working and family-friendly policies. Learning & Development: Comprehensive professional growth opportunities. About the Role As a Customer Account Lead, you will manage a portfolio of accounts, helping residents resolve outstanding arrears through proactive engagement and tailored solutions. Balancing compassion with resilience, you'll deliver excellent outcomes while meeting KPIs in a fast-paced environment. Key Responsibilities: Manage the full arrears lifecycle, from new tenancies to legal action for possession. Collaborate with internal teams and external partners to maximize residents' income and sustain tenancies. Make informed decisions, adhering to pre-court protocols and income collection policies. Maintain accurate records and ensure timely action to minimize arrears.What You'll Bring: Proven experience delivering exceptional customer service in challenging situations. Strong decision-making, negotiation, and problem-solving skills. Knowledge of welfare benefits and arrears management. Resilience, empathy, and the ability to handle sensitive conversations effectively. Be Part of Something Bigger: We aim to build more than homes-we build communities. With a strong focus on supporting neighborhoods and providing opportunities, we invest in long-term partnerships to empower residents. If you're ready to join a team where you can make a real difference, apply today Apply Now Don't miss your chance-applications close on 26th January 2025 at 11:59 PM