Customer Collections Advisor

Metropolitan Thames Valley; East Midlands; On-site; GBP 29,000 - 31,000; Full time

Job summary

Metropolitan Thames Valley Housing (MTVH) is seeking a Customer Accounts Advisor within our Income Collections Team in Beeston, Nottingham. You will handle rent and income-based queries, primarily via inbound calls, with some outbound outreach, delivering exceptional service at every interaction.

You will negotiate outcomes that balance customer needs with MTVH objectives, stay organized under pressure, and collaborate with multiple teams to resolve issues at the first point of contact.

Qualifications

• Experience in customer service or contact centre environments.
• Ability to remain composed and resolve queries at first point of contact.
• Strong listening and problem-solving skills.

Responsibilities

• Take ownership of rent and income-based queries via inbound calls.
• Make outbound calls to existing customers as needed.
• Negotiate outcomes that benefit both customer and MTVH.
• Collaborate with other teams to resolve issues promptly.

Skills

Customer service

Communication skills

Empathy

Tools

CRM system

Job description

Customer Collections Advisor known inhouse as a "Customer Accounts Advisor (The Hub)"

Location: Beeston, Nottingham, NG9 1LA - Free on-site parking subject to availability?.

Salary Banding: £29,025 - £30,553 (Dependent upon experience)

Contract Type: 12 Month Fixed Term Contract

Are you passionate about providing an exceptional customer experience and looking for a new role in collections. Do you enjoy speaking with customers and solving their problems with empathy and understanding? If this sounds like you then we want to hear from you, as here at MTVH we are looking for Customer Accounts Advisors due to internal promotion, based within our Income Collections Team to join our established Customer Service Department.

This role

We are looking for dynamic and passionate individuals who are empowered to deliver a great customer experience. The role will involve taking ownership of rent and income-based queries received from our customers via inbound calls, with an element of making outbound calls to our existing customers.

This is a challenging and rewarding role where you will be required to negotiate with customers, to ensure that the correct outcome is reached for both the customer and the business, at the first point of contact.

What you'll need to succeed

You will be assisting a diverse range of customers, so will need to have the ability to remain composed. Be able to multi-task under pressure whilst demonstrating the ability to adapt in a fast-paced environment. The role will require you to operate in an organised and structured manner; be detail driven and capable of always producing outstanding quality work, whilst working to set performance targets.

This role requires you to work closely with a number of other teams. You will have exceptional listening and problem-solving skills in order to resolve queries received at the first point of contact in a timely and positive manner.

What you'll get in return

In return, you will be exposed to the fast-paced environment where you can benefit from our comprehensive in-house training to continue developing and utilising your skill set.

What to Expect:

Be prepared to be tested on your communication abilities and your commitment to providing customer excellence.

Our recruitment process is designed to showcase your strengths:

• Step 1: A friendly phone conversation to get to know you.
• Step 2: A face-to-face interview where you can demonstrate your skills and passion.

Be ready to show us how you make a difference through exceptional service.

Metropolitan Thames Valley Housing (MTVH) provides affordable homes for people living across London, the South East, the East Midlands and the East of England.

Alongside housing, MTVH delivers a range of support services, working with residents who need additional help to live independently and well. This includes specialist support for older people, mental health services and transitional services that provide intensive support to people who are marginalised or vulnerable.

MTVH is committed to building strong, thriving communities. Through training programmes, events and activities, the organisation supports residents to improve employability, build skills and access opportunities that make a meaningful difference to their lives.

In line with the MTVH 2030 strategy ? Your Home, Your Service, Your Future ? diversity, equity and inclusion are central to how MTVH works. A range of colleague networks support gender, ethnicity, sexual orientation and disability, helping to create an inclusive workplace where everyone feels a sense of belonging.

These networks provide a platform for colleagues to share their views, recognise what is working well and influence improvements. By listening, learning, and working together, MTVH continues to strengthen its culture, tackle business challenges and ensure it is serving people better every day.

Phone: (phone number removed)
Email: (url removed)