Collections Officer

Metropolitan Thames Valley; Beeston; On-site; GBP 29,000 - 31,000; Full time

Job summary

Metropolitan Thames Valley in Beeston is seeking a Collections Officer (Customer Accounts Advisor) to manage Home Ownership accounts in arrears and deliver empathetic customer service. The role involves proactive contact, negotiating payment arrangements, and coordinating with external bodies to reduce arrears.

Hybrid working with 8am–6pm shifts, Monday to Friday. Salary £29,025 - £30,553, fixed-term 12 months, 37.5 hours per week.

Qualifications

• Excellent communication and negotiation skills.
• Proven experience in collections.
• Knowledge of Homeownership tenure; understanding of Social Housing is desirable.
• Ability to manage caseload independently and work within a team.
• Attention to detail and a process-driven approach.
• Empathy, sound judgment and decisive action.
• Welfare benefits knowledge is advantageous.

Responsibilities

• Engage with customers primarily via outbound calls, as well as email and letters.
• Prevent and reduce arrears by providing information, support, and negotiating payment arrangements.
• Signpost customers to external funding where applicable.
• Assist residents with welfare benefits queries to help maximize their income.
• Collaborate with internal teams and external agencies to resolve issues and enhance resident support.
• Follow the debt recovery process, including legal proceedings when necessary.

Skills

Communication

Negotiation

Arrears experience

Empathy

Teamwork

Attention to detail

Job description

Collections Officer- Please note this role is known internally as Customer Accounts Advisor.

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

Salary Banding: £29,025 - £30,553 (Dependent upon experience)

Contract Type: Fixed Term 12 Month Contract basedon a 37.5hr week - Monday to Friday – Hybrid working.

Join MTVH as a Customer Accounts Advisor (Home Ownership)

Due to an internal secondment promotionMTVH are seeking a passionate individualto deliver exceptional customer experiences within our Income Collections Team. If you enjoy engaging with customers and resolving their challenges with empathy and understanding, we would love to hear from you.

As a Customer Accounts Advisor, you will:

• Proactively review and manage Home Ownership accounts in arrears, including those at risk of legal action or eviction.
• Demonstrate empathy and a commitment to helping others, while maintaining clarity and firmness in outcomes and expectations.

Key Responsibilities

• Engage with customers primarily via outbound calls, as well as email and letters.
• Prevent and reduce arrears by providing information, support, and negotiating payment arrangements.
• Signpost customers to external funding where applicable.
• Assist residents with welfare benefits queries to help maximize their income.
• Collaborate with internal teams and external agencies to resolve issues and enhance resident support.
• Follow the debt recovery process, including legal proceedings when necessary.

What You’ll Need to Succeed

• Excellent communication and negotiation skills.
• Proven experience in collections.
• Strong knowledge of Homeownership tenure; understanding of Social Housing is desirable.
• Ability to manage your caseload independently and work collaboratively within a team.
• Attention to detail and a process-driven approach.
• Empathy, sound judgment, and the ability to assess and decide on the best course of action for each case.
• Prior knowledge of welfare benefits and experience in collections or social housing is advantageous.

Working Arrangements

• Hybrid working pattern with alternating shifts between 8am – 6pm, Monday to Friday.
• Rotas and shift patterns provided at least four weeks in advance.

Why MTVH?

At MTVH, our values shape everything we do. We are committed to supporting your growth and fostering a collaborative, inclusive environment.

As a Customer Accounts Advisor, you will benefit from:

• Comprehensive in-house training to continually develop and enhance your skills.
• Access to a wide range of learning and development programs, including workshops, e-learning, and mentoring, designed to help you progress within the organization.
• Opportunities to participate in cross-team projects, staff engagement initiatives, and leadership development programs.
• Regular feedback and support from experienced managers who are invested in your success.
• A diverse and inclusive environment where your contributions are recognised and celebrated.