Overview
Join to apply for the Collections Officer role at Metropolitan Thames Valley.
This Role: Collections Officer, known internally as a Customer Accounts Advisor.
Location: Beeston, Nottingham, NG9 1LA – On-site free parking available; office is within a 10 minute walk from Beeston Train Station.
Salary: £28,044 – £29,519 (Dependent upon experience) – 12 Month Fixed Term Contract based on a 37.5 hour week.
Role purpose
MTVH is looking for an individual who is passionate about providing an exceptional customer experience and who is ready to contribute to the Income Collections Team within our Customer Service Department. You will engage with customers to review and manage accounts in arrears, with empathy and a focus on resolving cases while ensuring clear outcomes.
Key Responsibilities
* Engage with customers by phone (outbound primarily), and by email/letters as required; some inbound contact.
* Prevent and reduce arrears by providing information, negotiating payment arrangements, and signposting for external funding when applicable.
* Assist with welfare benefits-related issues to help residents maximise potential income.
* Consult with internal teams and external agencies to reach resolutions and maximise support for residents.
* Follow the debt recovery process and take cases through the legal process where necessary.
What You’ll Need To Succeed
* Excellent communication skills with the ability to negotiate and convey clear messages.
* Collections experience is desirable.
* Ability to manage caseload independently and work within a team to achieve targets.
* Strong attention to detail and a process-driven approach.
* Empathy with judgement and fact-based decision making for each case.
* Prior knowledge of the welfare benefits system; background in collections or social housing desirable.
Working Arrangements
In line with our smarter working approach, you will work in our Beeston office 2 days per week on an alternate basis. Shifts range from 8am – 6pm, Monday to Friday. You will have access to your rota and shift pattern at least 4 weeks in advance.
values and culture
Our values of care, dare and collaborate run through all that we do. We are looking for people who demonstrate these behaviours every day.
Important Information
Please note: we do not currently offer visa sponsorship.
What’s in it for you?
* 28 days annual leave plus 8 bank holidays (pro rata for part time)
* 2 volunteering days per year
* Beliefs day – an extra day off each year
* Family-friendly approach with extended parental leave
* Enhanced pension with matched contributions up to 9%
* Option to buy or sell up to 5 days of annual leave per year
* Life assurance 3x salary
* Cycle2work scheme
* Hybrid working – dependent on role
* Health cash plan for everyday healthcare needs (family members can be added)
* Tenancy deposit loan and season ticket loan
* Extensive learning and training opportunities
* Employee Assistance Programme for wellbeing
About Us
MTVH is committed to sustainability and promoting equality, diversity and inclusion. We work to support communities and provide opportunities for our diverse employees.
We reserve the right to close this vacancy early if a suitable candidate is found.
Job Details
* Seniority level: Entry level
* Employment type: Part-time
* Job function: Accounting/Auditing and Finance
* Industries: Non-profit Organizations
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