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- Tasks: Engage with customers to manage accounts and resolve arrears with empathy.
- Company: Join MTVH, a company dedicated to social impact and community support.
- Benefits: Enjoy 28 days leave, hybrid working, and a health cash plan.
- Why this job: Make a difference while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and collections experience preferred.
- Other info: Office located near Beeston Train Station with free parking available.
The predicted salary is between 24500 - 31500 £ per year.
This Role: Collections Officer known internally as a Customer Accounts Advisor
Location: Beeston, Nottingham, NG9 1LA - On-site free parking is available and our office is located within a 10 min walk from Beeston Train Station.
Salary: £29,519 - Full Time 12 Month Fixed Term Contract 37.5hr working week
Due to an internal promotion, we are looking for an individual who is passionate about providing an exceptional customer experience and looking for a new role in collections. Do you enjoy speaking with customers and solving their problems with empathy and understanding? If so, we want to hear from you, as here at MTVH we are looking for a Customer Accounts Advisor based within our Income Collections Team to join our established Customer Service Department.
This role: As a Customer Accounts Advisor your role will be to proactively review and manage accounts that are in static or increasing arrears, and sometimes at risk of legal action or eviction. Empathy and a desire to help others is vital to understand each customer's situation and look for possible avenues of income recovery, while also being firm and clear with outcomes and expectations.
Key responsibilities- Engage with our customers by phone, usually through outbound contact and less frequently through inbound, also via email and letters where required.
- Prevent and reduce arrears by providing information and support, negotiate and implement payment arrangements, and signpost for external funding where applicable.
- Assist with welfare benefits related issues and queries, using knowledge of this area to help residents maximise potential income.
- Consult with internal teams and external agencies in order to reach resolutions and maximise the support our residents receive.
- Follow the debt recovery process, taking cases through the legal process until concluded where necessary.
- Excellent communication skills and the ability to negotiate and deliver clear messages.
- Collections experience is desirable.
- Be able to work and manage your caseload independently, as well as working within the team to achieve shared targets.
- Great attention to detail and be process driven.
- Empathy combined with judgement and facts established to assess and decide on the best course of action for each case.
- Prior knowledge of the welfare benefits system, and a background in collections or within social housing would be desirable.
In line with our smarter working approach, you will be required to work in our office based in Beeston 2 days per week on an alternate basis, with shifts ranging between 8am – 6pm, Monday to Friday. You will have access to your rota and shift pattern at least 4 weeks in advance.
At MTVH our values of care, dare and collaborate run through all that we do, and we are looking for people who demonstrate these behaviours every day of the week.
Please note: we do not currently offer visa sponsorship.
What’s in it for you?- 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
- 2 volunteering days per year for things like helping out in local communities
- An additional ‘Beliefs day’ once a year to have an extra day off
- Supported family friendly approach with extended parental leave
- Enhanced pension with matched contributions of up to 9%
- Option to buy or sell up to 5 days annual leave per year
- Life assurance cover 3 x your salary
- Cycle2work scheme
- Hybrid Working - Dependent on job role and department
- Health cash plan scheme for your everyday healthcare needs which you can add your family members to
- Tenancy deposit – interest free loan to help with rental deposits and season Ticket loan
- Access to extensive learning and training opportunities with Wisebox platform
- Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
- Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
- Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation
About us: We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.
Our promise: Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.
We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.
We provide a platform of Network groups for employees to share views, tell us what we’re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued.
Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!
We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.
Collections Officer - Beeston, NG9 1LA employer: MTVH
Contact Detail:
MTVH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Officer - Beeston, NG9 1LA
✨Tip Number 1
Familiarise yourself with the welfare benefits system, as this knowledge will be crucial in your role. Understanding how to assist customers with their benefits can set you apart from other candidates.
✨Tip Number 2
Practice your communication and negotiation skills. Since the role involves engaging with customers over the phone, being able to convey empathy while also being firm is essential. Role-playing scenarios can help you prepare.
✨Tip Number 3
Research common challenges faced by customers in arrears and think about potential solutions. Being able to discuss these during an interview will demonstrate your proactive approach and understanding of the role.
✨Tip Number 4
Network with current or former employees of MTVH if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach when applying for the position.
We think you need these skills to ace Collections Officer - Beeston, NG9 1LA
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in collections or customer service. Emphasise skills like communication, empathy, and problem-solving, which are crucial for the Collections Officer role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping customers and your understanding of the collections process. Mention specific examples from your past experiences that demonstrate your ability to manage accounts and negotiate effectively.
Highlight Relevant Skills: In your application, focus on skills mentioned in the job description, such as attention to detail, independent case management, and knowledge of welfare benefits. Use concrete examples to illustrate how you've applied these skills in previous roles.
Showcase Your Values: Align your application with MTVH's core values of care, dare, and collaborate. Share instances where you've demonstrated these values in your work, showing that you would be a good cultural fit for the organisation.
How to prepare for a job interview at MTVH
✨Show Your Empathy
As a Collections Officer, empathy is key. Be prepared to share examples of how you've handled difficult customer situations in the past, demonstrating your ability to understand and support their needs.
✨Know Your Numbers
Familiarise yourself with basic financial concepts and the welfare benefits system. This knowledge will help you answer questions confidently and show that you're ready to assist customers with their financial queries.
✨Demonstrate Communication Skills
Excellent communication is crucial for this role. Practice articulating your thoughts clearly and concisely, and be ready to discuss how you've successfully negotiated outcomes in previous roles.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential challenges you might face in the role and how you would approach them, focusing on both empathy and assertiveness.
