Customer Accounts Officer

GreenSquareAccord; Birmingham; On-site; GBP 33,000 - 38,000; Full time

Job summary

A community housing organization in Birmingham seeks an Arrears Management Officer to oversee debt recovery and customer service. The ideal candidate has experience in arrears management, possesses excellent communication skills, and understands the challenges faced by vulnerable residents. Responsibilities include liaising with agencies and ensuring accurate record-keeping. A DBS check is mandatory upon offer acceptance. Competitive salary with a comprehensive benefits package, including flexible working and health support.

Benefits

25 days annual leave (increasing to 30)

Day off for birthday

Cycle to work scheme

24/7 online GP appointments

Employee Assistance Programme (EAP)

Qualifications

• Previous experience in arrears management or debt recovery.
• Ability to handle confidential data and maintain records.
• Familiarity with court processes is beneficial.

Responsibilities

• Manage arrears and improve income streams.
• Liaise with local authorities and other agencies.
• Prepare and present cases in court when necessary.

Skills

Arrears management

Debt recovery

Excellent communication skills

Empathy

Target-oriented

Education

Experience in income management

Knowledge of welfare benefits

Job description

Head Office Location: Brindley Place, Birmingham

Job Location: Brindley Place B1 2JB

Salary - £33,400 - £37,500 depending on skills and experience + £750 Car Allowance per annum

Contract type - Permanent

Working hours - Full Time 37 hours per week

About the role

This role is part of the Customer Accounts Team and is primarily responsible for recovering arrears from a variety of tenures. This role is a customer facing role and will also liaise and work with other agencies including local authorities, DWP & local courts.

There will be a large amount of confidential data handling in this role and will be required to maintain an excellent level of customer service.

As part of this role, you will provide an excellent level of customer service to residents, focussing on sustaining tenancies, as well as maximising GreenSquareAccord Limited’s income stream and other charges, in accordance with our policies and procedures.

You will also be responsible for arrears management and recovery within a defined patch, with a mixture of tenures. This will also involve understanding visits to residents where necessary.

You will be responsible for up to date and effective and accurate record keeping, following Data Protection protocols. You will also prepare paperwork and present cases in court, with or without legal representation, and attendance at evictions.

Within the role you will work with and develop excellent working relationships with our partner agencies, including but not limited to local authority departments and the DWP and carry out any other duties appropriate to this post, as and when required.

Please note that if you are successful in this role, we will require a DBS check to be completed. Further details will be sent following offer.

About you

You must have appropriate previous experience in arrears management, debt recovery, or credit control. Along with debt recovery processes.

Previous court experience is desirable for this role but not essential.

You will have excellent communication skills, with an ability to deal empathetically and effectively with vulnerable residents and difficult situations.

It is essential that you have prior Income Management experience and experience of working to targets and in a busy, ever-changing environment.

It is also beneficial if you have knowledge of welfare benefits and legislative and statutory guidance, within housing.

Please note that if you are successful in this role, we will require evidence of the required certificates and qualifications for this role. Without this evidence, you would be unable to commence employment at GreenSquareAccord.

About us

We are GSA, we provide affordable homes and services that create a foundation from which people in our communities can thrive.

We own and manage 25,000 homes in diverse communities across the West Midlands and Southwest.

Everyone deserves a home, it`s a place from which we build our future, we thrive at home.

We are proud to play an active role in dealing with the consequences of the housing crisis, by providing affordable homes for people in our communities who need them most.

Often a home is all someone needs, but when our customers need more, we offer a range of services, including care, money advice and coaching to support them.

We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system.

The GSA Way

We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way.

A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is.

Our five core commitments are:

• We believe our customer is everything
• We are one team
• We are supportive and caring
• We are business-minded for social purpose
• We are curious and ambitious.

You can read more about the GSA Way in our recruitment pack.

In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes.

• Trust based flexible working and supportive and friendly teams
• 25 days annual holiday entitlement, increasing to 30 days
• One day off for your birthday
• Opportunity to buy or sell annual leave
• A defined contribution pension scheme GSA matches up to 6% contributions
• We offer a service which provides 24/7 online GP appointments, second medical opinions, health checks, mental health support, 24/7 medical health helpline, wellbeing app, nutrition advice and fitness plans and legal and financial support.
• Access to Blue Light discount card membership
• Confidential Employee Assistance Programme (EAP).
• Cycle to work Scheme
• Eligible for occupational sick pay

All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy. GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the `essential eligibility criteria` for the role, as detailed in the job description, are guaranteed an interview. If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.

Closing date for applications:

19-01-2026

For more information about this position please open the following document/s: