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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, health benefits, hybrid working, and tailored rewards.
- Why this job: Make a real difference by helping customers navigate financial challenges with empathy.
- Qualifications: Collections experience and excellent communication skills are essential.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
The predicted salary is between 24000 - 30000 £ per year.
The vacancy
Location: Beeston, Nottingham, NG9 1LA - Free on-site parking subject to availability
Salary Banding: £28,044 - £29,519
Full Time Permanent Post based on a 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 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. A member of the National Housing Federation the G15 which represents London's largest housing associations we influence policy for the benefits of our residents and the wider sector. In October 2018 like-minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We'll do this by listening to our customers and working alongside them.
What matters to you, matters to us
Benefits: People are at the heart of what we do, so we have carefully selected our rewards and benefits with our colleagues in mind. Our benefits are designed to support your health and wellbeing, help with the cost of living, and enhance your working environment, making MTVH your employer of choice. We regularly benchmark our benefit packages against industry standards to ensure we remain competitive, innovative, and responsive to the evolving needs of all our colleagues. While some of our benefits are automatically applied, most are optional. We encourage you to explore what we offer and see if there's something that fits your needs. For further information on our full list of benefits, please see our Colleague Rewards and Benefits Digital Book.
Collections Officer in Nottingham employer: Metropolitan Thames Valley
Contact Detail:
Metropolitan Thames Valley 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 how they focus on customer experience. This will help you connect with the interviewers and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! As a Collections Officer, you'll need to engage with customers effectively. Try role-playing scenarios with friends or family to get comfortable with negotiating and delivering clear messages. The more you practice, the more confident you'll feel!
✨Tip Number 3
Show off your empathy! In your interviews, share examples of how you've helped customers in the past. Highlight situations where you’ve used empathy to resolve issues. This will demonstrate that you have the right mindset for the role and can handle sensitive situations.
✨Tip Number 4
Apply through our website! We want to make it easy for you to join our team. By applying directly on the MTVH site, you’ll ensure your application gets the attention it deserves. Plus, it shows you’re proactive and keen to be part of our community!
We think you need these skills to ace Collections Officer in Nottingham
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for customer service shine through. We want to see how much you care about helping others and providing an exceptional experience.
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 be specific about your past roles.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to convey your skills and experiences, as we appreciate attention to detail and effective communication.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Metropolitan Thames Valley
✨Know Your Stuff
Make sure you brush up on your knowledge of collections and the Homeownership tenure. Familiarise yourself with common issues customers face and how to resolve them. This will show that you're not just interested in the role, but that you understand it too!
✨Empathy is Key
Since this role requires a lot of customer interaction, practice demonstrating empathy during your interview. Think of examples where you've helped someone through a tough situation. This will highlight your ability to connect with customers and provide the support they need.
✨Showcase Your Communication Skills
Prepare to discuss how you communicate effectively, especially when negotiating payment arrangements. Use specific examples from your past experiences to illustrate your points. Clear communication is crucial in this role, so make sure you convey your thoughts clearly during the interview.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific situations related to collections and customer accounts. Think through potential scenarios beforehand and prepare your responses. This will help you demonstrate your problem-solving skills and your ability to manage difficult conversations.
