Customer Account Advisor

CUSTOMER ACCOUNT ADVISOR

Scanlans Property Management • £24,800 - £26,800 • Office Based - Manchester

ROLE OVERVIEW

You will play a key role in supporting customers and recovering service charge debts efficiently across a large, varied portfolio. Balancing empathetic service with firm credit control, you will manage the full lifecycle of the Sales Ledger to keep accounts accurate, queries resolved and payments on track.

Working closely with Property Managers, Finance and external partners, you will spot issues early, communicate clearly with residents and organisations, and escalate appropriately when needed. Your proactive reporting and collaborative approach will help drive portfolio performance while maintaining positive customer relationships.

In this office based role, you will bring structure, pace and clarity to every interaction tailoring your approach to each situation while following process and safeguarding compliance.

ROLE EXPECTATIONS

You will spend most of your day on the phone and email, agreeing payment plans, progressing arrears and resolving queries to keep accounts current. You will work through reminder cycles, monitor aged debt and collaborate with colleagues to remove blockers to payment. You will balance empathy with firmness and document every step clearly.

WHAT SUCCESS LOOKS LIKE

Noticeable, sustained reduction in aged debt with clear action plans for higher-risk accounts.

Queries resolved quickly and accurately, minimising repeat contact and improving satisfaction.

Accurate, timely reporting that flags trends, risks and recommended actions to the Property Team.

Strong relationships with internal stakeholders that accelerate dispute resolution and payment.

Process-driven reminders and escalations executed on time with well-documented case notes.

Consistent compliance with policies and procedures, including appropriate legal escalation.

HOW YOU'LL SPEND MOST OF YOUR TIME

Calling and emailing customers to agree payment plans, chase arrears and resolve issues.

Working through cyclical reminder letters, statements and formal escalations in line with process.

Monitoring and reporting on aged debt, highlighting priority cases and proposing next steps.

Investigating and coordinating the resolution of disputes with internal teams to enable payment.

Maintaining accurate Sales Ledger records, notes and documentation for every account.

Liaising with external partners such as solicitors to progress legal action where appropriate.

WHO THIS ROLE IS FOR

You are calm, professional and customer-focused, with the confidence to hold firm, fair conversations.

You are organised and process-driven, comfortable managing a high-volume, time-sensitive workload.

You communicate clearly in writing and by phone, adapting your tone to the situation.

You enjoy problem-solving and collaborating with colleagues to remove blockers to payment.

You take ownership, follow through and keep stakeholders informed.

EXPERIENCE THAT HELPS

Experience in credit control, collections or accounts receivable in a high-volume environment.

Background engaging with residential customers and/or mixed consumer and business accounts.

Familiarity with accounting or property management systems and strong Excel skills.

Exposure to dispute resolution and payment plan negotiation.

Experience producing aged debt reports and action plans.

WHAT WE OFFER

Competitive salary, aligned to experience

Discretionary bonus

24 days holiday plus bank holidays

Private medical insurance, life assurance and enhanced family leave

Fully funded training and professional development

Paid sabbaticals as a loyalty reward

Pension scheme and employee assistance programme

Discounts across travel, retail, fitness and entertainment

ABOUT SCANLANS PROPERTY MANAGEMENT

Scanlans Property Management is a well-established residential block management business, known for delivering a high standard of service to clients, leaseholders and residents across the North and Midlands. We manage a varied portfolio and take pride in providing proactive, professional support that makes a real difference to the communities we look after.

Scanlans is part of Trinity Property Group (TPG) and the wider Odevo Group, giving our teams the backing of a leading international property management business, with the investment, stability and career development opportunities that come with being part of a growing group.

HOW WE HIRE

Initial conversation with our talent team

Interview focused on your credit control approach, how you prioritise and report on aged debt, how you handle challenging customer conversations, and how you collaborate to resolve disputes and decide on escalations

We aim to complete the process within two to three weeks and communicate clearly throughout.

INTERESTED?

Apply with your CV.

All applicants must be eligible to live and work in the UK. Documentary evidence of eligibility will be required.