Customer Accounts Advisor (Home Ownership) - Hybrid

Metropolitan Housing Trust; Beeston; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

Metropolitan Housing Trust in Beeston, Nottinghamshire, is seeking a Customer Accounts Advisor (Income Officer) to join the Home Ownership Team. The role focuses on managing arrears, negotiating payment arrangements, and supporting residents with welfare benefit queries.

Working hours are 37.5 per week, with a hybrid pattern. The role requires empathy, strong communication, and experience in collections within social housing settings.

Qualifications

• Proven experience in collections and debt recovery.
• Strong knowledge of Homeownership and Market Rented tenure.
• Ability to manage caseload independently and work in a team.
• Excellent communication and negotiation skills.
• Empathy with residents and sound judgment.
• Understanding of welfare benefits is advantageous.

Responsibilities

• Engage with customers 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 maximize income.
• Collaborate with internal teams and external agencies to resolve issues.
• Follow the debt recovery process, including legal proceedings when necessary.

Skills

Excellent communication

Negotiation skills

Collections experience

Homeownership knowledge

Caseload management

Attention to detail

Empathy

Welfare benefits knowledge

Job description

Metropolitan Housing Trust in Beeston, Nottinghamshire, is seeking a Customer Accounts Advisor (Income Officer) to join the Home Ownership Team. The role focuses on managing arrears, negotiating payment arrangements, and supporting residents with welfare benefit queries.

Working hours are 37.5 per week, with a hybrid pattern. The role requires empathy, strong communication, and experience in collections within social housing settings.