Customer Accounts Officer

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

Job summary

A housing and support services provider in Chippenham seeks a Customer Accounts Officer to manage arrears, ensure effective communication with residents, and work with agencies like local authorities. Candidates must have experience in debt recovery and Income Management, focusing on customer service while managing sensitive data and legal situations. This full-time role includes flexible working, a salary between £33,400 and £37,500, and a £750 car allowance, alongside a comprehensive benefits package.

Benefits

25 days annual holiday entitlement, increasing to 30 days

One day off for your birthday

Defined contribution pension scheme, GSA matches up to 6%

Online GP appointments and mental health support

Cycle to work Scheme

Access to Blue Light discount card membership

Confidential Employee Assistance Programme (EAP)

Qualifications

• Must have previous experience in arrears management, debt recovery, or credit control.
• Previous court experience is desirable but not essential.
• Prior Income Management experience is required.

Responsibilities

• Provide excellent customer service and sustain tenancies.
• Manage arrears recovery within a defined patch.
• Prepare paperwork and present cases in court as needed.

Skills

Experience in arrears management

Excellent communication skills

Experience dealing with vulnerable residents

Understanding of debt recovery processes

Ability to meet targets

Education

Evidence of required certificates and qualifications

Job description

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

Contract type: Permanent

Working hours: 37

Interview date: 12/01/2026

About the role

As part of the Customer Accounts Team our primary responsibility is recovering arrears from a variety of tenures. It is a customer facing role that will also liaise and work with other agencies including local authorities, DWP & local courts.

As part of this role, you will provide an excellent level of customer service to residents, focusing 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. The patch to be covered is predominantly in Gloucestershire.

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. 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.

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 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

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

05-01-2026