Collections Officer in Nottingham

Collections Officer known in-house as a Customer Accounts Advisor

Beeston, Nottingham NG9 1LA

12 Month FTC contract based on 37.5hrs per week

Salary Range: £29,025 – £30,553

Join MTVH as a Customer Accounts Advisor (Home Ownership) – Beeston, Nottingham

Due to an internal promotion, we are seeking a passionate individual to deliver exceptional customer experiences in our Income Collections Team on a fixed term basis for 12 months. 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

• 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.