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- Tasks: Engage with customers to manage accounts and provide support in resolving arrears.
- Company: Join Metropolitan Thames Valley, a leader in affordable housing and community support.
- Benefits: Competitive salary, hybrid working options, and a supportive team environment.
- Why this job: Make a real difference by helping residents navigate financial challenges with empathy.
- Qualifications: Collections experience and excellent communication skills are essential.
- Other info: Enjoy flexible shifts and a chance to grow within a dynamic organisation.
The predicted salary is between 24000 - 29000 £ per year.
This role involves proactively reviewing and managing Home Ownership 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.
What you’ll need to succeed:
- Excellent communication skills and the ability to negotiate and deliver clear messages.
- Collections experience is essential.
- Knowledge of the Homeownership tenure is essential and a good understanding of the Social Housing section 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, hybrid working is available for this post to be discussed at interview. Office days will be 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.
The company Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England. We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people. We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.
Collections Officer in Nottingham employer: Inside Housing Management
Contact Detail:
Inside Housing Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Officer in Nottingham
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on MTVH. Understand their mission and values, especially around customer service and community support. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Collections Officer, you'll need to engage with customers effectively. Try role-playing common scenarios with a friend or family member to build your confidence in handling difficult conversations with empathy and clarity.
✨Tip Number 3
Showcase your problem-solving skills! Think of examples from your past experience where you've successfully resolved issues for customers. Be ready to share these stories during your interview to demonstrate your ability to negotiate and implement solutions.
✨Tip Number 4
Apply through our website! We want to make sure your application gets the attention it deserves. By applying directly on our site, you’ll be in the best position to land that interview and show us why you’d be a great fit for the Customer Accounts Advisor role.
We think you need these skills to ace Collections Officer in Nottingham
Some tips for your application 🫡
Show Your Passion: When you write your application, let your passion for helping customers shine through. We want to see that you genuinely care about providing an exceptional experience and are eager to tackle challenges in collections.
Tailor Your Experience: Make sure to highlight any relevant collections experience you have. We’re looking for someone who understands the ins and outs of managing accounts in arrears, so don’t be shy about showcasing your skills in this area!
Be Clear and Concise: In your written application, clarity is key! Use straightforward language to communicate your thoughts and experiences. We appreciate a well-structured application that gets straight to the point while still being engaging.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at MTVH!
How to prepare for a job interview at Inside Housing Management
✨Know Your Stuff
Make sure you brush up on your knowledge of the Homeownership tenure and the welfare benefits system. Being able to discuss these topics confidently will show that you're serious about the role and understand the challenges customers face.
✨Show Empathy
Since this role is all about helping customers in difficult situations, practice how you can convey empathy during the interview. Think of examples from your past experiences where you successfully resolved issues while being understanding and supportive.
✨Communication is Key
Prepare to demonstrate your excellent communication skills. You might be asked to role-play a scenario where you need to negotiate payment arrangements or explain complex information clearly. Practise articulating your thoughts in a straightforward manner.
✨Be Process-Driven
Familiarise yourself with the debt recovery process and be ready to discuss how you manage your caseload effectively. Highlight any experience you have with following processes and achieving targets, as this will show you can handle the responsibilities of the role.
