Income Officer

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

Job summary

MTVH is seeking a Customer Accounts Advisor (Income Officer) based in Beeston, Nottingham NG9 1LA. The role focuses on managing Home Ownership accounts in arrears and delivering excellent customer experiences within our Income Collections Team.

You will handle outbound calls, emails and letters, negotiate payment arrangements, and signpost to external funding where applicable. You will work in a hybrid pattern Monday to Friday, with shifts between 8am and 6pm, and have access to comprehensive

Qualifications

• Excellent communication and negotiation skills are essential.
• Proven experience in collections.Strong knowledge of Homeownership 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 decide on the best 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

Experience in collections

Homeownership tenure knowledge

Social Housing knowledge

Independent caseload management

Team collaboration

Attention to detail

Empathy

Welfare benefits knowledge (advantage)

Job description

Income Officer - Please note this role is known internally as Customer Accounts Advisor.

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

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

Contract Type: Permanent based on a 37.5hr week - Monday to Friday – Hybrid working.

Join MTVH as a Customer Accounts Advisor (Home Ownership)

Due to an internal promotion MTVH are seeking a passionate individual to deliver exceptional customer experiences within 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 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 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

• Hybrid working pattern with alternating shifts between 8am – 6pm, Monday to Friday.
• Rotas and shift patterns provided at least four weeks in advance.

Why MTVH?

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

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 recognised and celebrated.