Income Collection Officer - Nottingham, NG9 1LA

Income Collection Officer – Nottingham, NG9 1LA

This Role: Income Collections Officer known internally as a \”Customer Accounts Advisor\”

Location: Beeston, Nottingham, NG9 1LA – Salary £28,619 based on a 37.5hr working week – Fixed term 12 month contract

Free Onsite Parking Available

Hybrid role with the expectation of working 2 days in the office – 3 days at home on a rotating shift basis Monday to Friday.

At Metropolitan Thames Valley Housing we have a fantastic opportunity for someone passionate, inquisitive and detail-oriented to join our team of dedicated Customer Account Advisors looking after our Shared Home Ownership & Leasehold customers.

If you’re looking for a role where you can utilise your customer service skills, work together with like-minded colleagues to achieve targets, and make a real difference to our residents’ lives then this could be the role for you.

The position of a Customer Accounts Advisor is 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 in order to understand each customers situation and look for possible avenues of income recovery, while also being firm and clear with outcomes and expectations.

Key responsibilities

• Engage with our shared homeownership & leasehold customers on the 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.
• Liaise 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.

What you’ll need to succeed

• 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
• Knowledge of shared homeownership & leasehold tenures is desirable.

What else do you need to know?

This role offers a salary of £28,619

In line with our smarter working approach, you will be required to work in our office based in Beeston 2/3 days per week on an alternate basis, with shifts ranging between 8am – 6pm, Monday to Friday. You’ll 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’re looking for people who demonstrate these behaviours every day of the week.

If you\'re interested in this role, take a look at the attached Job Description for more details and if it’s the ideal job for you, click \'apply now\' to forward an up-to-date copy of your CV.

Please note :- we do not currently offer visa sponsorship.

What’s in it for you?

Our benefits include:-

• 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 a 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 too
• 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.

Learn more about our benefits and organisation by viewing our attached document

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 Networks groups are:-

• Gender
• Ethnicity
• LGBTQ+
• Disability

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.