Income Officer

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

Benefits offered by this job

In-house training

Learning & development programs

Career progression opportunities

Diversity and inclusive environment

Hybrid working

Job summary

Metropolitan Thames Valley is seeking an Income Officer (Customer Accounts Advisor) based in Beeston, Nottingham. The role focuses on managing Home Ownership and Market Rented accounts in arrears, using empathy and firm outcomes to reduce arrears and resolve customer issues.

You will handle outbound calls, emails, and letters, assess welfare benefits, and coordinate with internal and external teams. Hybrid working and a permanent full-time contract are offered.

Qualifications

• 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.

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

Excellent communication

Negotiation skills

Collections experience

Homeownership knowledge

Social housing awareness

Caseload management

Attention to detail

Empathy

Welfare benefits knowledge

Job description

£29,025- £30,553 p/a

Permanent - Full Time

Closing date - 9 November 2026

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.

Download documents

CusSerExp024-Customer Accounts Advisor_Nov25.pdf

Occupational Requirements CAA (1) (1).pdf

Department:Customer Services

Last updated:October 26, 2026

Job ref:NTX1246400