Customer Accounts Advisor - Income Officer

MTVH
Beeston, Nottingham
£25,000
13 Jan 2022
28 Jan 2022
MTVH124558
Officer
Permanent
Part Time
Housing association / RP

Customer Accounts Advisor - 25 hours per week

This is a great opportunity to join our Customer Accounts team located in our brand new office in Beeston. The new office is a great environment to work in with beautiful surroundings not to mention and onsite café for lunch time dining. You will be part of a successful team working together to reduce rent debt and ensure our customers put their homes first.

At MTVH we have reflected on the way we serve our customers and have gone through an exciting restructure to create a better way of working to put our customers at the heart of what we do. The Customer Accounts Advisor role is one of these exciting new roles – a role responsible for income collection through proactive account management. The service is telephone-based, and you will be expected to act in a friendly and professional manner in accordance with MTVH policies, procedures, and good practice. You will work towards achieving a first-class customer-focused service and ensure that customers are supported when it comes to paying their charges and maximising their income. To achieve this, you and the rest of the team will be responsible for monitoring and managing customer accounts across different tenures and will collect income from housing benefits, DWP and customers. You will be expected to effectively liaise with Housing Benefit departments and the DWP ensuring due payments are received, and you will be responsible for resolving all inbound and outbound customer contact.

A key area is ensuring effective collection of housing-related debts through negotiation, setting up payment plans and advising customers on welfare benefits. There is a focus on arrears prevention and customer support. You will collaborate with a variety of stakeholders to facilitate an effective debt collection service and achieve given targets.

With the customer being at the heart of the service we do provide an extended service to meet customer demands. Your contractual hours will be 25 per week (excluding all breaks), normally Monday to Friday, between 08:00 to 20:00, and Saturday between 09:00 to 17:00. Your pattern of work will be varied on a rota basis, and you will be notified in advance of your specific working hours as the rota changes. It is estimated that you will work 1 Saturday in 6.

We have a practice of smarter working Saturdays will be worked from home.

What you’ll need to succeed

While good knowledge of the debt recovery legal framework and experience in managing cases through this 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. You will:-

  • Have the ability to hold quality conversations with our customers and fully understand their financial circumstances working with them to come to an agreement.
  • Be able to use facts established, to decide upon a proportionate and appropriate approach toward each tenant.
  • Give clear, and where necessary, firm messages regarding the importance of rent being prioritised.

About Us

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 an organisation to provide homes for Windrush migrants in London. Our core purpose is 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 us 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.

What you'll get in return

Demonstrating our strong investment in your health and wellbeing and economic resilience, we offer 28 days annual leave plus bank holidays In addition to annual leave a 'belief day' can be taken at any time of your choosing. We also offer a wide range of benefits. Please take a look at our benefits document attached.

Our promise

All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.

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.