Metropolitan Thames Valley
Income Officer
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£29,025 - £30,553 p/a
Permanent - Full Time
Closing date - 19 July 2026
The Role
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.
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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.
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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.
Download Documents
- [Customer Accounts Advisor.pdf](Customer Accounts Advisor.pdf)
- [Occupational Requirements CAA (1).pdf](Occupational Requirements CAA (1).pdf)
Department: Customer Services
Last updated: July 10, 2026
Job ref: NTX1218333
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