Customer & Arrears Coordinator

Job Posted: 18 June 2026

• Contract Term: Permanent
• Location: Newport, Isle of Wight
• Contract Type: Full time
• Salary: £27,155
• Industries: Accounting Administration

Located on the Isle of Wight to serve our immediate area and the southern counties, we seek?a Customer & Arrears Coordinator to join our Resident Services Team?to act as a key link between our Estates Resident Services Team and our Estates Accounts Team.

Role Summary: 

The Customer & Arrears Coordinator is responsible for managing debts of various management companies, while also serving as the first point of contact for all portfolio enquiries. The role includes triaging communications and ensuring they are directed to the appropriate team or department.

Arrears Management

·         Manage and complete the arrears process in line with company procedures

·         Handle all first-level communications relating to arrears (phone, email, and CRM tickets)

·         Liaise with the Accounts team to interpret arrears reports and provide clear communication to residents

·         Monitor timelines and ensure timely follow-up actions to minimise arrears and reduce delays

·         Work closely with Portfolio Holders to support estate-related queries arising from arrears

·         Assist in setting and managing timelines for resolving Resident Services issues linked to arrears 

Customer Service & Communications

·         Act as the first point of contact for incoming enquiries across phone, email and our CRM ticketing system

·         Respond to and resolve basic estate management queries

·         Provide clear, professional communication to residents and colleagues

·         Escalate complex queries to appropriate team members when required 

Triage Function

·         Assess and prioritise incoming communications and queries for the team

·         Ensure efficient handling of queries to support smooth operational flow

·         Escalate complaints effectively 

Qualifications and Skills

Experience: 

·         Ideally, minimum of 1-2 years in an administrative or customer service position, with a financial background or interest. 

Technical Skills:

·         Proficiency in Microsoft Office Suite, especially excel and outlook. 

·         Knowledge of using a CRM system

·         Strong numerical skills

General Skills:

·         Strong communication skills (both written and verbal)

·         Ability to manage high volumes of enquiries and prioritise effectively

·         Ability to interpret arrears data

·         Strong organisational and time management skills

·         Resilient, calm under pressure, and confident in handling challenging conversations