Customer Accounts Advisor - Housing & Benefits (Hybrid)

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

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.