This Role: Collections Advisor known internally as a Customer Accounts Advisor
Location: Beeston, Nottingham, NG9 1LA - On-site free parking is available and our office is located within a 10 min walk from Beeston Train Station.
Salary: £28,619 - Full Time Permanent 37.5hr working week
MTVH conducts an annual review of salaries for colleagues. The salary displayed does not reflect any agreements reached during our 2025 review.
Are you 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 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 customers 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 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, you will be required to work in our office based in Beeston 2 days per week 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.
At MTVH our values of care, dare and collaborate run through all that we do, and we are looking for people who demonstrate these behaviours every day of the week.
Please note :- we do not currently offer visa sponsorship.
What’s in it for you?
Our benefits include:-
* 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
* 2 volunteering days per year for things like helping out in local communities
* An additional ‘Beliefs day’ once a year to have an extra a day off
* Supported family friendly approach with extended parental leave
* Enhanced pension with matched contributions of up to 9%
* Option to buy or sell up to 5 days annual leave per year
* Life assurance cover 3 x your salary
* Cycle2work scheme
* Hybrid Working - Dependent on job role and department
* Health cash plan scheme for your everyday healthcare needs which you can add your family members too
* Tenancy deposit – interest free loan to help with rental deposits and season Ticket loan
* Access to extensive learning and training opportunities with Wisebox platform
* Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
* Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
* Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation
About us
We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.
Learn more about our benefits and organisation by viewing our attached document
Our promise
Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.
We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.
We provide a platform of Network groups for employees to share views, tell us what we’re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-
* Gender
* Ethnicity
* LGBTQ+
* Disability
Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!
We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .