Customer Accounts Advisor

Metropolitan Thames Valley; Halfway House; Hybrid; GBP 29,000 - 31,000; Full time

Job summary

Metropolitan Thames Valley Housing (MTVH) is seeking a Customer Accounts Advisor in Beeston, Nottingham. This fixed-term, full-time role blends office and home-based work, with a hybrid pattern after training.

You’ll support customers to maintain their homes, manage accounts, and coordinate with benefits services. The position emphasizes debt recovery, welfare benefits advice, and effective communication to prevent arrears.

Qualifications

• Experience in collections or debt recovery is desirable.
• Knowledge of Universal Credit (UC) and Housing Benefit (HB).
• Strong communication and negotiation skills are essential.
• Ability to make fair, proportionate decisions in challenging scenarios.
• 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 experience

Debt recovery

Housing knowledge

Universal Credit

Housing Benefit

Communication skills

Negotiation skills

Decision making

Job description

£29,025 - £30,553 p/a

Temporary - Full Time

Closing date - 9 November 2026

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

Download documents

• CU9707~1.PDF
• Occupational Requirements For Customer Accounts Advisor.odt

Department:Customer Services

Last updated:October 19, 2026

Job ref:NTX1244094