Income Officer

Income Officer - known internally as a "Customer Accounts Advisor"

Location: Beeston, Nottingham NG9 1LA (Parking onsite subject to availability)

Salary Banding: £29,025 - £30,553

Contract Type: Full time permanent based on a 37.5hr week

Join MTVH as a Customer Accounts Advisor (Home Ownership)

Due to an internal promotion, we are seeking a passionate individual to deliver exceptional customer experiences in 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

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.

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.

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