Income Officer

Metropolitan Housing Trust; Beeston; Híbrido; GBP 23.000 - 28.000; Jornada completa

Descripción de la vacante

Metropolitan Housing Trust in Beeston, Nottinghamshire, is seeking a Customer Accounts Advisor (Income Officer) to join the Home Ownership Team. The role focuses on managing arrears, negotiating payment arrangements, and supporting residents with welfare benefit queries.

Working hours are 37.5 per week, with a hybrid pattern. The role requires empathy, strong communication, and experience in collections within social housing settings.

Formación

• Proven experience in collections and debt recovery.
• Strong knowledge of Homeownership and Market Rented tenure.
• Ability to manage caseload independently and work in a team.
• Excellent communication and negotiation skills.
• Empathy with residents and sound judgment.
• Understanding of welfare benefits is advantageous.

Responsabilidades

• Engage with customers 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 maximize income.
• Collaborate with internal teams and external agencies to resolve issues.
• Follow the debt recovery process, including legal proceedings when necessary.

Conocimientos

Excellent communication

Negotiation skills

Collections experience

Homeownership knowledge

Caseload management

Attention to detail

Empathy

Welfare benefits knowledge

Descripción del empleo

The role

Income Officer known internally as a Customer Accounts Advisor

Location: Beeston, Nottingham, NG9 1LA

Contract Type: Full time Permanent 37.5hrs Monday - Friday - Hybrid Working

Join MTVH as a Customer Accounts Advisor (Home Ownership Team)

We are seeking passionate individuals to deliver exceptional customer experiences in our Income Collections Team. If you enjoy engaging with customers and resolving their challenges with empathy and understanding, we would love to hear from you.

As a Customer Accounts Advisor, you will:

• Proactively review and manage Home Ownership and Market Rented accounts in arrears, including those at risk of legal action or eviction.
• Demonstrate empathy and a commitment to helping others, while maintaining clarity and firmness in outcomes and expectations.

Key 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.

What You'll Need to Succeed

• Excellent communication and negotiation skills.
• Proven experience in collections.
• Strong knowledge of Homeownership and Market Rented tenure; understanding of Social Housing is desirable.
• Ability to manage your caseload independently and work collaboratively within a team.
• Attention to detail and a process-driven approach.
• Empathy, sound judgment, and the ability to assess and decide on the best course of action for each case.
• Prior knowledge of welfare benefits and experience in collections or social housing is advantageous.

Working Arrangements

• Office-based in Beeston, hybrid working pattern to be discussed at interview with shifts between 8am - 6pm, Monday to Friday.
• Rotas and shift patterns provided at least four weeks in advance.

Why MTVH?

At MTVH, our values of care, dare, and collaborate shape everything we do. We are committed to supporting your growth and fostering a collaborative, inclusive environment.

We are committed to supporting your professional growth and long-term career ambitions. As a Customer Accounts Advisor, you will benefit from:

• Comprehensive in-house training to continually develop and enhance your skills.
• Access to a wide range of learning and development programs, including workshops, e-learning, and mentoring, designed to help you progress within the organization.
• Opportunities to participate in cross-team projects, staff engagement initiatives, and leadership development programs.
• Regular feedback and support from experienced managers who are invested in your success.
• A diverse and inclusive environment where your contributions are recognized and celebrated.