Customer Accounts Advisor – Arrears & Home Ownership (Hybrid)

Metropolitan Thames Valley; Beeston; Hybride; GBP 29 000 - 31 000; Plein temps

Avantages offerts par ce poste

In-house training

Learning & development programs

Career progression opportunities

Diversity and inclusive environment

Hybrid working

Résumé du poste

Metropolitan Thames Valley is seeking an Income Officer (Customer Accounts Advisor) based in Beeston, Nottingham. The role focuses on managing Home Ownership and Market Rented accounts in arrears, using empathy and firm outcomes to reduce arrears and resolve customer issues.

You will handle outbound calls, emails, and letters, assess welfare benefits, and coordinate with internal and external teams. Hybrid working and a permanent full-time contract are offered.

Qualifications

• Excellent communication and negotiation skills.
• Proven experience in collections.
• Strong knowledge of Homeownership and Market Rented 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.

Responsabilités

• 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.

Connaissances

Excellent communication

Negotiation skills

Collections experience

Homeownership knowledge

Social housing awareness

Caseload management

Attention to detail

Empathy

Welfare benefits knowledge

Description du poste

Metropolitan Thames Valley is seeking an Income Officer (Customer Accounts Advisor) based in Beeston, Nottingham. The role focuses on managing Home Ownership and Market Rented accounts in arrears, using empathy and firm outcomes to reduce arrears and resolve customer issues.

You will handle outbound calls, emails, and letters, assess welfare benefits, and coordinate with internal and external teams. Hybrid working and a permanent full-time contract are offered.