At a Glance
- Tasks: Engage with customers to resolve account issues and prevent arrears.
- Company: MTVH, a supportive and inclusive organisation focused on growth.
- Benefits: Competitive salary, hybrid working, comprehensive training, and development opportunities.
- Other info: Join a dynamic team with a commitment to your success and career growth.
- 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.
Collections 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: Fixed Term 12 Month Contract based on a 37.5hr week - Monday to Friday – Hybrid working.
Join MTVH as a Customer Accounts Advisor (Home Ownership)
Due to an internal secondment 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
Collections Officer in Beeston employer: Metropolitan Thames Valley
MTVH is an exceptional employer that prioritises the well-being of its employees while making a meaningful impact in the housing sector. With a strong commitment to employee growth, a collaborative work culture, and the flexibility to work from home, MTVH fosters an environment where you can thrive both personally and professionally. Located in Nottingham, the role of Agency Contract Specialist offers unique opportunities to engage with specialist partners and contribute to delivering high-quality housing services, ensuring that everyone has a place to call home.
Contact Details:
Metropolitan Thames Valley Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Collections Officer in Beeston
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Metropolitan Thames Valley.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Metropolitan Thames Valley. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Collections Officer in Beeston
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Metropolitan Thames Valley.
How to prepare for a job interview at Metropolitan Thames Valley
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Metropolitan Thames Valley's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Metropolitan Thames Valley offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
