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Income Specialist

Closing date
17 Apr 2024

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Community and Customer Services
Full Time
Organisation Type
Housing association / RP

Job Details

This Role: Income Specialist known internally as a "Customer Accounts Specialist"

Salary: £40,131

About the role of Customer Accounts Specialist

Whilst you may be required to attend our Premier House office (Twickenham) from time to time, the focus of this role is predominantly based on our estates conducting home visits to support our customers. Regular court attendance will also be required.

This role covers a large geographic area, and regular travel will be expected to locations South of the River Thames as far south as Surrey and surrounding areas.

As a Customer Accounts Specialist, you will be responsible for locally based income collection and enforcement services. This will include all legal processes as well as enforcing court judgements. To achieve this, you will work closely with our regional team and alongside other teams reducing arrears and meeting your targets. Your main responsibilities will include dealing with customer visits and court/eviction attendance in the region. Here you will need to follow MTVH policies, procedures and adhere to its quality standards. Further, you will ensure effective debt collection through negotiation and payment plans and you will provide advice on welfare benefits including Housing Benefit and Universal Credit.

In addition, you will work in collaboration with various internal and external stakeholders to ensure that given targets are achieved and income collection is effective. You will be required to develop relationships and attend meetings with several external stakeholders including local authorities, DWP and courts.

What you’ll need to succeed:

  • While good knowledge of the debt recovery, legal framework, Housing Benefits, Universal Credit and other welfare benefits and experience in managing cases through legal process is essential for this role, to really succeed it is your values and passion that will differentiate you.
  • At MTVH our values of Care, Dare and Collaborate run through all that we do, and we’re looking for people who demonstrate these behaviours every day of the week.
  • We are seeking people who are able to communicate, listen and negotiate on a professional level.
  • It is required to negotiate debt collection and payment plans.
  • You will need to be able to handle working under pressure and manage your own workload as you will be working in a high volume, target-driven environment. Additionally, you must be willing to work outside of standard working hours on occasions and you are expected to have a good MS Office working knowledge.

To meet our commitment to providing safe, high quality services to our customers we will complete a basic background check with the Disclosure and Barring service once an offer of employment is made.

This role requires you to hold a full driving licence and have access to your own vehicle as well as travelling for business car insurance.

Working Hours:

Working hours will normally be between Monday to Friday, 08:00 to 18:00, although your contract will state Monday to Friday 08:00 to 20:00 and Saturday 09:00 to 17:00.

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
  • Enhanced pension with matched contributions of up to 9%
  • Life assurance cover 3 x your salary
  • 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
  • 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 programme and apprenticeships
  • We are committed to the wellbeing of our colleagues and support this as an organisation

About us

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 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.

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.


Welcome to MTVH!

Our organisation was built on a simple mission – to give people a safe, secure, and affordable home. That is as true today as it was in the 1950’s, when our founder Molly Huggins established on organisation to provide homes for Windrush migrants in London. Our core purpose I that “everyone should have a home and the chance to live well” To fulfil this vision, we work with partners to make our neighbourhoods – new and old - sustainable and vibrant places, where our customers want to live. We put people at the heart of everything we do and to guide is in every decision we make. Through managing more than 57,000 households we work at a scale that means our actions to achieve this have real impact.

We firmly believe that by serving people better every day, we will support a healthier, better cared for, and more prosperous society in the future. Like our founders before us, we will leave a lasting legacy for future generations. Our colleagues are crucial to our success in achieving this. Therefore, we are committed to investing in colleagues and creating the opportunity for them to develop. Our working environment has been designed to be one that brings out the very best in people.

We are a member of the National Housing Federation and the g15, which represents London’s 15 largest housing associations and houses one in 10 Londoners (

We also offer a wide range of benefits:-

  • 28 days annual leave plus bank holidays
  • In addition to annual leave a 'belief day' to be taken at a time of your choosing
  • 2 paid voluntary days to support your community
  • Smarter working is the MTVH approach to future working arrangements for colleagues registered as office-based to adapt to the needs of the customer.
  • Life assurance cover 3 x your salary
  • Health cash plan scheme for your everyday healthcare needs
  • Enhanced pension with matched contributions up to a maximum of 9% contribution
  • Tenancy deposit – interest free loan to help with rental deposits
  • Cycle to Work scheme
  • 'Nudge' financial wellbeing platform
  • Employee assistance programme
  • Season ticket loan
  • Access to extensive on-line training        
Company info
0203 535 3611
2nd Floor, The Grange
100 High Street
N14 6PW

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