Customer Account Manager

Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? We are looking for a Customer Account Manager to join our team on a full time, fixed term basis (until August 2026). In this role, you will play a vital role in ensuring our customers receive a high-quality service and support to sustain their tenancies while effectively managing income and minimising customer debt. You will be joining an established team of other experienced Customer Account Managers., As a Customer Account Manager, you will be the primary point of contact for our customers, providing them with a proactive and supportive income service. You will use data to identify customers at risk of debt and offer preventative support, as well as provide advice, guidance, and assistance to customers in debt. By working collaboratively with internal and external partners, you will strive to support our customers in sustaining their tenancies and reducing arrears. You will be responsible for effectively managing a case load of rent accounts, ensuring that income is maximised, and customers are supported in maintaining their tenancies.

Codi is a not-for-profit with a big heart and an even bigger mission. As Wales' largest provider of housing, care, and support, we're here to help people live well, feel supported, and rise to their full potential. We look after almost 25,000 homes across Wales and are gearing up to build more than 4,500 new ones in the next five years. Every day, our teams support nearly 17,000 individuals with services that make a real and uplifting difference to people's everyday lives. With over 3,000 passionate colleagues, Codi is a major player in the Welsh economy-powered by strong partnerships, shared values, and a genuine love for helping communities thrive. Our name says it all: 'Codi' means rise in Welsh. It reflects who we are, where we come from, and our ambition to lift expectations, lift communities, and lift each other.

This is a 37 hour agile role, on a fixed term contract until August 2026. The team work from home, in the community and meet once a week in our Cardiff office for team meetings. Skills and Experience Needed The ideal candidate will have experience delivering an effective income management service, supported by a strong track record of working collaboratively within a team to provide flexible, person-centred support. They will demonstrate the ability to build and maintain productive relationships with external agencies and organisations, alongside excellent knowledge of welfare benefits and local support services available to customers. A commitment to putting customers first is essential, along with clear evidence of delivering services that reflect this approach. A full driving licence and access to a vehicle are also required for this role. Values At Codi, our values are Compassionate, Authentic, and Progressive. When you join us, you'll embrace these principles and thrive in an environment shaped by them. Pay and Pensions

• £37,726.00 per annum
• Pension Choices:
• Defined Contribution (DC) Scheme with matched contributions up to 10%. Or,
• Defined Benefit (DB) 1/80th of final salary for every year of service.
• 3 x Life Cover linked to pension membership
• Saving scheme with competitive interest rate
• Give As You Earn scheme for tax efficient charity donations
• From 1st April 2026 the option to be either weekly or monthly paid.
Time off and Flexibility
• 26 days holiday, pro rata entitlement plus Bank holidays. Rising to 31 days with an extra day for each full year of service.
• Flexible working opportunities dependent on role
• Maternity & Adoption Leave: 20 weeks
• Paternity Leave: 3 weeks
Wellbeing
• Sick Pay, rising with length of service up to 6 months full pay after 4 years.
• Eyecare: Up to £100 reimbursement towards eye tests and glasses.
• Free counselling, coaching, wellbeing team, and OH service to all colleagues
• Annual Health Check
• Health Cash Plan
Getting Around
• Mileage paid at 45p plus 5P per passenger per mile
• Salary sacrifice Electric Vehicle Lease Scheme (subject to eligibility)
• Cycle to Work Scheme
Personal Development
• Continuous professional training and development
• Leadership development programmes
• Professional memberships needed for your role are reimbursed
• Career coaching
• Support with funding and time for qualifications
Perks and Recognition
• Long Service Awards
• Blue Light Card Eligibility giving discounts at 15,000 brands.
• Colleague Discount platform