Customer Accounts Manager

Customer Accounts Manager

£38,483 per annum + £900 car user allowance + benefits | The Maltings, Bath | Hybrid

Permanent | Full Time | 37 hours per week

Your Income Expertise. Our Customers. Homes Kept for Good.

Rent arrears rarely begin with the rent itself. A cut in working hours, a delay to Universal Credit, a new caring responsibility. Spotting those moments early and knowing what to do next is what keeps people in their homes.

That’s the difference you’ll make here. In this role, you’ll manage rent and service charge income, with a clear focus on helping customers keep successful, affordable tenancies. You’ll have honest conversations about money, agree repayment plans people can stick to and connect customers with the support they need.

When recovery action is needed, you’ll make sure it’s fair and proportionate. It should only happen once every reasonable alternative has been tried. It’s work that matters, because we’re aiming for zero evictions into homelessness.

What you’ll be doing

• Managing rent and service charge accounts, spotting early signs of financial difficulty and acting before arrears build

• Agreeing affordable repayment plans and following up fairly when they aren’t kept

• Helping customers make the most of their income, including support with Universal Credit and other benefits

• Spending one day a week out visiting customers at home and in the community across our operating area, where a face-to-face conversation can often achieve more than a phone call

• Working with partners in housing, welfare, money advice and safeguarding to resolve complex cases and prevent homelessness

• Preparing cases for legal action only when it’s genuinely needed, and representing Curo in court when required

More about you

You’re comfortable talking about money, even when it’s a hard conversation. You listen without judgement and look at the bigger picture of someone’s life before deciding what to do next.

You negotiate well and find practical solutions, reaching agreements customers can actually keep. You’re organised, good with numbers and fair. You balance collecting income effectively with keeping people in their homes.

Essential:

• Experience of income collection, debt management, financial inclusion or a related customer-facing service

• Practical understanding of welfare reform, tenancy sustainment and homelessness prevention

• Experience of working with internal teams and external partners to resolve complex customer issues

• A full UK driving licence and access to a car, as you’ll usually cover two local authority areas, visit several customers a day and attend court

You don’t need to have worked in social housing. Experience of preparing court cases or knowledge of landlord and tenant law would help, but isn’t essential. If you’re disabled and can’t drive, please still apply. We’ll talk through reasonable adjustments with you.

What you’ll get in return

Beyond a salary of £38,483 and the chance to make a real difference every day, you’ll get:

• 26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years

• Your birthday off as an extra holiday

• Up to 10% matched pension contribution

• Hybrid working

• Flexible benefits which might include a Health Cash Plan

• Access to an Employee Assistance Programme for your own wellbeing

• Essential car user allowance of £900 a year plus mileage for work journeys

About Curo

We’re a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We’re proud to be among the UK’s top 100 companies to work for, and the 5th best housing association nationwide.

We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers.

We’re committed to making our recruitment process accessible to everyone - if you need any adjustments to help you apply or interview, please contact our recruitment team at recruitment@curo-group.co.uk