Customer Accounts Advisor

Metropolitan Thames Valley; East Midlands; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

Metropolitan Thames Valley Housing (MTVH) is seeking a Customer Accounts Advisor to join our Beeston office on a fixed term 12-month contract. The role is full-time with hybrid working: two days in the office and three days at home, totalling 37.5 hours per week.

You will deliver excellent customer service by phone and digital channels, manage customer accounts, liaise with Housing Benefits, DWP and other partners, and help prevent arrears through proactive advice and welfare guidance.

Qualifications

• Experience in collections, debt recovery, or housing is 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 MTVH values: Care, Dare, Collaborate.

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 offer welfare benefits advice.
• Prevent arrears through proactive engagement and support.
• Work collaboratively to meet debt recovery targets.

Skills

Collections & debt recovery

UC & HB knowledge

Communication & negotiation

Decision making

Customer-focused & values: Care, Dare,

Job description

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

Metropolitan Thames Valley Housing (MTVH) provides affordable homes for people living across London, the South East, the East Midlands and the East of England.

Alongside housing, MTVH delivers a range of support services, working with residents who need additional help to live independently and well. This includes specialist support for older people, mental health services and transitional services that provide intensive support to people who are marginalised or vulnerable.

MTVH is committed to building strong, thriving communities. Through training programmes, events and activities, the organisation supports residents to improve employability, build skills and access opportunities that make a meaningful difference to their lives.

In line with the MTVH 2030 strategy ? Your Home, Your Service, Your Future ? diversity, equity and inclusion are central to how MTVH works. A range of colleague networks support gender, ethnicity, sexual orientation and disability, helping to create an inclusive workplace where everyone feels a sense of belonging.

These networks provide a platform for colleagues to share their views, recognise what is working well and influence improvements. By listening, learning, and working together, MTVH continues to strengthen its culture, tackle business challenges and ensure it is serving people better every day.

Phone: (phone number removed)
Email: (url removed)