Collections Advisor/Income Officer known internally as a "Customer Accounts Advisor" Full Time Fixed Term 12 month Contract 

Location: Beeston, Nottingham, NG9 1LA - Salary £28,619 based on a 37.5hr working week

Free Onsite Parking Available

Hybrid role

At Metropolitan Thames Valley Housing we have a fantastic opportunity for someone passionate, inquisitive and detail-oriented to join our team of dedicated Customer Account Advisors looking after our customers.

If you?re looking for a role where you can utilise your customer service skills, work together with like-minded colleagues to achieve targets, and make a real difference to our residents? lives then this could be the role for you.

The position of a Customer Accounts Advisor is to proactively review and manage accounts that are in static or increasing arrears, and sometimes at risk of legal action or eviction. Empathy and a desire to help others is vital in order to understand each customers situation and look for possible avenues of income recovery, while also being firm and clear with outcomes and expectations.

Key responsibilities

• Engage with our customers, usually through outbound contact and less frequently through inbound, also via email and letters where required.
• Prevent and reduce arrears by providing information and support, negotiate and implement payment arrangements, and signpost for external funding where applicable
• Assist with welfare benefits related issues and queries, using knowledge of this area to help residents maximise potential income.
• Liaise with internal teams and external agencies in order to reach resolutions and maximise the support our residents receive
• Follow the debt recovery process, taking cases through the legal process until concluded where necessary.

What you?ll need to succeed

• Excellent communication skills and the ability to negotiate and deliver clear messages.
• Collections experience is desirable
• Be able to work and manage your caseload independently, as well as working within the team to achieve shared targets.
• Great attention to detail and be process-driven
• Empathy combined with judgement and facts established to assess and decide on the best course of action for each case.
• Prior knowledge of the welfare benefits system, and a background in collections or within social housing would be desirable
• Knowledge of housing and or collections experience would be deseriable 

What else do you need to know?

This role offers a salary of £28,619

In line with our smarter working approach, you will be required to work in our office based in Beeston 2/3 days per week on an alternate basis, with shifts ranging between 8am - 6pm, Monday to Friday. You?ll have access to your rota and shift pattern at least 4 weeks in advance.

At MTVH our values of care, dare and collaborate run through all that we do, and we?re looking for people who demonstrate these behaviours every day of the week.

Please note :- we do not currently offer visa sponsorship.

Our benefits include:-

• 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
• 2 volunteering days per year for things like helping out in local communities
• An additional ?Beliefs day? once a year to have an extra a day off
• Supported family friendly approach with extended parental leave
• Enhanced pension with matched contributions of up to 9%
• Option to buy or sell up to 5 days annual leave per year
• Life assurance cover 3 x your salary
• Cycle2work scheme
• Hybrid Working - Dependent on job role and department
• Health cash plan scheme for your everyday healthcare needs which you can add your family members too
• Tenancy deposit - interest free loan to help with rental deposits and season Ticket loan