Housing Income Collections Specialist

Mtvh; Beeston; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

MTVH in Beeston, Nottingham, is seeking a Customer Accounts Advisor (Income Officer) to join the Home Ownership Team. You will manage arrears on Home Ownership and Market Rent accounts, delivering customer-focused solutions in a hybrid working environment.

You will handle outbound calls, negotiate payment arrangements, and signpost to welfare benefits or external funding. The role requires empathy, clear communication, and a proactive, process-driven approach to reducing arrears.

Qualifications

• Proven experience in debt collection within housing or social housing sectors.
• Excellent communication and negotiation abilities.
• Knowledge of Homeownership and Market Rent tenure; social housing understanding is a plus.
• Ability to manage a caseload independently and coordinate with teams.
• Welfare benefits knowledge is advantageous.

Responsibilities

• Engage with customers via outbound calls, email and letters.
• Prevent and reduce arrears by 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

Communication skills

Negotiation

Collections experience

Caseload management

Teamwork

Attention to detail

Empathy

Job description

MTVH in Beeston, Nottingham, is seeking a Customer Accounts Advisor (Income Officer) to join the Home Ownership Team. You will manage arrears on Home Ownership and Market Rent accounts, delivering customer-focused solutions in a hybrid working environment.

You will handle outbound calls, negotiate payment arrangements, and signpost to welfare benefits or external funding. The role requires empathy, clear communication, and a proactive, process-driven approach to reducing arrears.