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Company:
Ackerman Pierce Ltd
Location:
AU -
London
Category:
Social Care
Posted: May 2, 2025
Customer Account Lead
Contract: Permanent, Full-Time (35 hours per week)
Working Pattern: Agile (20-40% in office; 3-4 days WFH)
Salary:
London: From £32,881 per annum
Outside London: From £28,886 per annum
Why Join Us?
We're a large, fast-paced organisation combining social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of. Recognised for our great workplace culture, we invest in our people's wellbeing, development, and flexible working.
Benefits & Perks
Annual Leave: 28 days, rising to 31 days after 3 years' service
Pension: Generous scheme with up to 6% matched contributions
Health Cash Plan & Employee Assistance Programme
Life Assurance: Non-contributory cover
Recognition Bonuses: Spot awards for outstanding contributions
Volunteer Time: Up to 21 paid hours per year
Family-Friendly Policies: Flexible, part-time, and job-share options available
Learning & Development: Access to our in-house Skills Academy
Diversity Networks: Ability, Kaleidoscope, Inspire, Spectrum
The Role
As a Customer Account Lead, you will:
Manage a portfolio of tenancy accounts through the full arrears lifecycle
Negotiate, monitor, and enforce repayment plans in line with pre-court protocols
Provide empathetic, solution-focused support, signposting residents to benefits and wellbeing services
Use professional judgement to refer cases to court when necessary, balancing customer care with income targets
Collaborate with Housing, Finance, Recovery & Enforcement teams and external partners
Accurately record all actions in our systems
You'll report to a Customer Account Manager and work within a local arrears-lifecycle team.
Who We're Looking For
Customer Service: Experience in a fast-paced, challenging environment, handling sensitive situations with tact
Arrears Management: Knowledge of the full arrears lifecycle and welfare benefits
Decision-Making: Confident, reasoned judgement; able to choose optimal solutions under pressure
Organisation: Self-motivated, excellent at prioritising multiple deadlines
Collaboration: Strong communicator; builds relationships with colleagues and stakeholders
You'll be resilient, resourceful, and comfortable having challenging conversations-always aiming for the best outcome for both residents and the organisation.
Our Commitments
Inclusion & Diversity: Proud to be a Diversity Champion and Disability Confident employer, with mental-health support pledges
Environmental & Social Responsibility: We support green initiatives and community investment through our Foundation
Flexible Working: We'll work with you to find the right work-life balance at every stage of your career
Contract: Permanent, Full-Time (35 hours per week)
Working Pattern: Agile (20-40% in office; 3-4 days WFH)
Salary:
London: From £32,881 per annum
Outside London: From £28,886 per annum
Why Join Us?
We're a large, fast-paced organisation combining social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of. Recognised for our great workplace culture, we invest in our people's wellbeing, development, and flexible working.
Benefits & Perks
Annual Leave: 28 days, rising to 31 days after 3 years' service
Pension: Generous scheme with up to 6% matched contributions
Health Cash Plan & Employee Assistance Programme
Life Assurance: Non-contributory cover
Recognition Bonuses: Spot awards for outstanding contributions
Volunteer Time: Up to 21 paid hours per year
Family-Friendly Policies: Flexible, part-time, and job-share options available
Learning & Development: Access to our in-house Skills Academy
Diversity Networks: Ability, Kaleidoscope, Inspire, Spectrum
The Role
As a Customer Account Lead, you will:
Manage a portfolio of tenancy accounts through the full arrears lifecycle
Negotiate, monitor, and enforce repayment plans in line with pre-court protocols
Provide empathetic, solution-focused support, signposting residents to benefits and wellbeing services
Use professional judgement to refer cases to court when necessary, balancing customer care with income targets
Collaborate with Housing, Finance, Recovery & Enforcement teams and external partners
Accurately record all actions in our systems
You'll report to a Customer Account Manager and work within a local arrears-lifecycle team.
Who We're Looking For
Customer Service: Experience in a fast-paced, challenging environment, handling sensitive situations with tact
Arrears Management: Knowledge of the full arrears lifecycle and welfare benefits
Decision-Making: Confident, reasoned judgement; able to choose optimal solutions under pressure
Organisation: Self-motivated, excellent at prioritising multiple deadlines
Collaboration: Strong communicator; builds relationships with colleagues and stakeholders
You'll be resilient, resourceful, and comfortable having challenging conversations-always aiming for the best outcome for both residents and the organisation.
Our Commitments
Inclusion & Diversity: Proud to be a Diversity Champion and Disability Confident employer, with mental-health support pledges
Environmental & Social Responsibility: We support green initiatives and community investment through our Foundation
Flexible Working: We'll work with you to find the right work-life balance at every stage of your career
Read the full job description and apply online on the recuiter's web-site
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