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.
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