Customer Accounts Advisor

Metropolitan Housing Trust; Beeston; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Metropolitan Thames Valley Housing (MTVH) is hiring a Customer Accounts Advisor in Beeston, Nottingham. This fixed-term, full-time role (12 months) offers hybrid working, with two days in the office and three at home.

You will deliver outstanding customer service, manage accounts, and liaise with Housing Benefits to support debt recovery. If you have experience in debt recovery, strong knowledge of Universal Credit and Housing Benefit, and excellent negotiation skills, you could be a great fit.

Qualifications

• Experience in collections or housing debt recovery.
• Knowledge of benefits systems relevant to housing (UC/HB) is a plus.
• Strong communication and negotiation skills.
• Ability to work in a target-driven environment.

Responsibilities

• Deliver outstanding customer service via phone and digital channels.
• Manage and monitor customer accounts effectively.
• Liaise with Housing Benefits, DWP, and other stakeholders.
• Negotiate payment plans and advise on welfare benefits where applicable.
• Help prevent arrears through proactive engagement and support.
• Collaborate with team to meet debt recovery targets.

Skills

Customer service

Account management

Negotiation

Debt recovery

Housing experience

Job description

The role

Known internally as Customer Accounts Advisor

Location: Beeston, Nottingham NG9 1LA
Contract: Fixed Term contract (12 months) ¦ Full-time ¦ Hybrid working ¦ 37.5 hours per week

Looking for a rewarding career where you can make a real difference? Join Metropolitan Thames Valley Housing (MTVH) - and help customers to keep their homes by providing expert advice and support.

Our modern Beeston office offers a fantastic working environment with free parking, beautiful surroundings, and an onsite café. Once fully trained, you'll enjoy a hybrid working pattern:

• Two days in the office
• Three days working from home (on alternating days)

Working Hours

• Contracted hours: Monday to Friday, 08:00am - 08:00pm, and Saturday, 09:00am - 05:00pm
• Core opening hours: Monday to Friday, 08:00am - 06:00pm

About MTVH

At Metropolitan Thames Valley Housing, we believe everyone should have a safe, secure, and affordable home. We manage over 57,000 homes across the UK and provide vital support services to help people live well. Our values - Care, Dare, Collaborate - guide everything we do, and we're looking for people who share our passion for making a positive impact.

What you'll do

• Deliver outstanding customer service via phone and digital channels
• Manage and monitor customer accounts effectively
• Liaise with Housing Benefits, DWP, and other stakeholders
• Negotiate payment plans and offer welfare benefits advice
• Prevent arrears through proactive engagement and support
• Work collaboratively to meet debt recovery targets

What we're looking for

• Experience in collections, debt recovery, or housing (desirable)
• Strong knowledge of Universal Credit (UC) and Housing Benefit (HB)
• Excellent communication and negotiation skills
• Ability to make fair, proportionate decisions
• Passion for helping customers and living our values: Care, Dare, Collaborate