Income Specialist internally known as "Customer Accounts Specialist”
Location: Covering North/East London - Office Base Canalside, E2 8AX
Contract Type: 12 Month FTC - Covering Maternity Leave
Salary Banding: £40,447 - £42,575
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 our London offices (Canalside or Farringdon)
You’ll cover a large geographic area, travelling regularly to areas in North and East London, as well as parts of Hertfordshire, Chelmsford and other regions.
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:
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Delivering high-quality, customer-focused income collection and enforcement services
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Managing all legal processes, including enforcing court judgements and attending court/eviction proceedings
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Negotiating payment plans and providing advice on welfare benefits (Housing Benefit, Universal Credit)
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Collaborating with internal teams and external stakeholders (local authorities, DWP, courts) to achieve targets and ensure effective income collection
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Maintaining accurate records and adhering to MTVH policies, procedures, and quality standards
What You’ll Need to Succeed
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Good knowledge of debt recovery, legal frameworks, Housing Benefits, Universal Credit, and welfare benefits
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Experience managing cases through legal processes
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Strong negotiation, communication, and listening skills
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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
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Understanding of GDPR requirements and a commitment to confidentiality
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Personal resilience, self-confidence, and determination
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Commitment to continuous improvement and personal development
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Good working knowledge of MS Office
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Willingness to work outside standard hours when required
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Full driving licence, access to your own vehicle, and business car insurance
Working Arrangements
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Monday–Friday, 08:00–18:00 (contracted up to 20:00), occasional Saturdays 09:00–17:00
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Occasional office attendance required at either our Cambridge, Nottingham or London offices
Interview Diary Date: On or around the 20 July 26
To meet our commitment to providing safe, high quality services to our customers we will complete a basic evel background check with the Disclosure and Barring service, once an offer of employment is made. A new check will be carried out on a 3 yearly basis. The cost of a DBS will be paid for by the organisation and as part of our onboarding process.
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.
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