Hybrid Collections Advisor – Growth & Training Focus

Metropolitan Thames Valley; Beeston; Hybrid; GBP 29,000 - 31,000; Full time

Job summary

Metropolitan Thames Valley in Beeston is seeking a Collections Officer (Customer Accounts Advisor) to manage Home Ownership accounts in arrears and deliver empathetic customer service. The role involves proactive contact, negotiating payment arrangements, and coordinating with external bodies to reduce arrears.

Hybrid working with 8am–6pm shifts, Monday to Friday. Salary £29,025 - £30,553, fixed-term 12 months, 37.5 hours per week.

Qualifications

• Excellent communication and negotiation skills.
• Proven experience in collections.
• Knowledge of Homeownership tenure; understanding of Social Housing is desirable.
• Ability to manage caseload independently and work within a team.
• Attention to detail and a process-driven approach.
• Empathy, sound judgment and decisive action.
• Welfare benefits knowledge is advantageous.

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

Negotiation

Arrears experience

Empathy

Teamwork

Attention to detail

Job description

Metropolitan Thames Valley in Beeston is seeking a Collections Officer (Customer Accounts Advisor) to manage Home Ownership accounts in arrears and deliver empathetic customer service. The role involves proactive contact, negotiating payment arrangements, and coordinating with external bodies to reduce arrears.

Hybrid working with 8am–6pm shifts, Monday to Friday. Salary £29,025 - £30,553, fixed-term 12 months, 37.5 hours per week.