Customer Accounts Advisor – Hybrid, Home Ownership

MTVH; Nottingham; Hybrid; GBP 29,000 - 31,000; Full time

Job summary

MTVH is seeking a Customer Accounts Advisor (Home Ownership) in Beeston, Nottingham to join the Income Collections Team. The role focuses on managing Home Ownership accounts in arrears with empathy and clarity, including negotiating payment arrangements and signposting to external funding.

This fixed-term 12-month contract offers hybrid working Monday to Friday, with shifts 8am-6pm and on-site parking. You will engage customers via calls, email and letters to reduce arrears and support residents.

Qualifications

• Excellent communication and negotiation skills.
• Proven experience in collections.
• Strong knowledge of Homeownership tenure; social housing awareness is desirable.
• Ability to manage caseloads independently and work in a team.
• Attention to detail with a process-driven approach.
• Empathy and good judgment to determine best actions per case.

Responsibilities

• 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.

Skills

Communication skills

Negotiation

Collections experience

Homeownership knowledge

Caseload management

Attention to detail

Empathy and judgement

Welfare benefits knowledge

Job description

MTVH is seeking a Customer Accounts Advisor (Home Ownership) in Beeston, Nottingham to join the Income Collections Team. The role focuses on managing Home Ownership accounts in arrears with empathy and clarity, including negotiating payment arrangements and signposting to external funding.

This fixed-term 12-month contract offers hybrid working Monday to Friday, with shifts 8am-6pm and on-site parking. You will engage customers via calls, email and letters to reduce arrears and support residents.