Income Specialist

Inside Housing Management; Nottingham; Hybrid; GBP 34,000 - 37,000; Full time

Job summary

A leading housing association is seeking a Customer Accounts Specialist to provide essential income collection services. This role involves conducting home visits, managing legal processes, and collaborating with stakeholders to support customers in their financial challenges. The ideal candidate will have comprehensive knowledge of welfare benefits and debt recovery, along with strong negotiation skills. This position offers a full-time schedule with a requirement to travel across a broad geographic area.

Qualifications

• Good knowledge of debt recovery, legal frameworks, and welfare benefits.
• Experience managing cases through legal processes.
• Ability to work independently and manage a high-volume workload.

Responsibilities

• Deliver high-quality, customer-focused income collection services.
• Manage legal processes, enforce court judgements, and attend court proceedings.
• Negotiate payment plans and provide advice on welfare benefits.

Skills

Debt recovery knowledge

Negotiation skills

Communication skills

Attention to detail

MS Office knowledge

Job description

Income Specialist known internally as a Customer Accounts Specialist

Cambridge, CB24 4UQ

Salary Banding: £34,755 - £36,584 - Full Time 37.5hr per week.

Join MTVH as a Customer Accounts Advisor Specialist

Are you passionate about supporting communities and making a real difference in people’s lives? We are seeking a proactive and resilient Customer Accounts Specialist to join our team.

This is a field-based role, focused on conducting home visits to support our customers, with regular court attendance and occasional office presence at Trinity Court, Cambridge.

You’ll cover a large geographic area, travelling regularly to areas such as Cambridge, Peterborough, Bury St Edmunds, Luton, Colchester, and occasionally North London.

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 Specialist, your key responsibilities will be:

• Delivering high-quality, customer-focused income collection and enforcement services
• Managing all legal processes, including enforcing court judgements and attending court/eviction proceedings
• Negotiating payment plans and providing advice on welfare benefits (Housing Benefit, Universal Credit)
• Collaborating with internal teams and external stakeholders (local authorities, DWP, courts) to achieve targets and ensure effective income collection
• Maintaining accurate records and adhering to MTVH policies, procedures, and quality standards

What You’ll Need to Succeed

• Good knowledge of debt recovery, legal frameworks, Housing Benefits, Universal Credit, and welfare benefits
• Experience managing cases through legal processes
• Strong negotiation, communication, and listening skills
• Ability to work independently, manage a high-volume workload, and perform under pressure
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• High attention to detail and a problem-solving approach
• Understanding of GDPR requirements and a commitment to confidentiality
• Personal resilience, self-confidence, and determination
• Commitment to continuous improvement and personal development
• Good working knowledge of MS Office
• Willingness to work outside standard hours when required
• Full driving licence, access to your own vehicle, and business car insurance

Working Arrangements

• Monday–Friday, 08:00–18:00 (contracted up to 20:00), occasional Saturdays 09:00–17:00
• Occasional office attendance required at either our Cambridge, Nottingham or London offices
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• A basic background check with the Disclosure and Barring Service will be completed once an offer is made which will be renewed every three years.

Ready to make a difference? Apply today and join a team that values your skills and passion for helping others.

The company

Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England.

We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people.

We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.

A member of the National Housing Federation, the G15 – which represents London’s largest housing associations – we influence policy for the benefits of our residents and the wider sector.

In October 2018, like-minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We’ll do this by listening to our customers and working alongside them.