At a Glance
- Tasks: Engage with customers to resolve account challenges and provide support.
- Company: MTVH, a supportive organisation focused on customer experience.
- Benefits: Competitive salary, flexible working hours, and career development opportunities.
- Other info: Office-based role with a collaborative team environment.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong communication skills and experience in collections or social housing.
The predicted salary is between 29025 - 30553 £ per year.
- Job Title
- Income Officer - known internally as a "Customer Accounts Advisor"
- Location
- Beeston, Nottingham NG9 1LA (Parking onsite subject to availability)
- Salary Banding
- £29,025 - £30,553
- Contract Type
- Full time permanent based on a 37.5hr week
- Job Overview
Join MTVH as a Customer Accounts Advisor (Home Ownership).
Due to an internal promotion, we are seeking a passionate individual 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.
Key Responsibilities
- 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.
- 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
- Office-based in Beeston two days per week (alternating), with shifts between 8am – 6pm, Monday to Friday.
- Rotas and shift patterns provided at least four weeks in advance.
- #J-18808-Ljbffr
Income Officer in Beeston employer: Connexions Thames Valley
Connexions Thames Valley is an exceptional employer, offering a supportive work culture that prioritises the well-being of both employees and residents. With a focus on professional development and training, staff are encouraged to grow within their roles while making a meaningful impact in the lives of vulnerable individuals in Greater London. The unique opportunity to engage directly with residents and contribute to a safe living environment makes this position not only rewarding but also vital to the community.
