Collections Advisor

MTVH; Nottingham; On-site; GBP 28,000 - 30,000; Full time

Job summary

A housing organization in Nottingham is seeking a Customer Accounts Advisor to proactively manage Home Ownership accounts. This role involves engaging with customers, reducing arrears, and assisting with welfare benefits. Ideal candidates will have collections experience and strong communication skills. The position offers hybrid working, competitive salary, and 28 days annual leave plus bank holidays.

Benefits

28 days annual leave plus 8 bank holidays

Enhanced pension contributions

Employee Assistance Programme

Career progression opportunities

Qualifications

• Experience in customer service and collections is essential.
• Knowledge of Homeownership tenure and social housing is desirable.
• Ability to manage your caseload independently.

Responsibilities

• Engage with customers to address queries and resolve issues.
• Prevent and reduce arrears by negotiating payment arrangements.
• Assist customers with welfare benefits-related inquiries.

Skills

Excellent communication skills

Negotiation skills

Collections experience

Empathy

Job description

This Role: Customer Accounts Advisor

Location: Beeston, Nottingham, NG9 1LA - Free on-site parking subject to availability

Salary Banding: £28,044 - £29,519

Full Time Permanent Post based on a 37.5hr working week.

Due to an internal promotion, we are looking for an individual who is passionate about providing an exceptional customer experience and looking for a new role in collections. Do you enjoy speaking with customers and solving their problems with empathy and understanding? If so, we want to hear from you, as here at MTVH we are looking for a Customer Accounts Advisor based within our Income Collections Team to join our established Customer Service Department.

This role:

As a Customer Accounts Advisor your role will be to proactively review and manage Home Ownership 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 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 by phone, 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.
• Consult 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 essential.
• Knowledge of the Homeownership tenure is essential and a good understanding of the Social Housing section 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.

In line with our smarter working approach, hybrid working is available for this post to be discussed at interview. Office days will be an alternate basis, with shifts ranging between 8am – 6pm, Monday to Friday. You will have access to your rota and shift pattern at least 4 weeks in advance.

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

What’s in it for you?

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 leaveEnhanced 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
• Access to extensive learning and training opportunities with Wisebox platform
• Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
• Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
• Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation

About us

We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.

Learn more about our benefits and organisation by viewing our attached document

https://view.pagetiger.com/bksiskh/001

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.

We provide a platform of Network groups for employees to share views, tell us what we’re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-

• Gender
• Ethnicity
• LGBTQ+
• Disability

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.

For a full breakdown of company benefits, please see the attached Benefits Digital Booklet: https://view.pagetiger.com/bksiskh/001