Collections Officer

Overview

Assist customers in arrears, negotiate payments, manage collections, and support welfare benefits.

Key Responsibilities

• benefits advice
• team consultation
• debt recovery
• customer contact
• arrears management
• payment negotiation

Tasks

-Assist with welfare benefits related issues and queries, using knowledge of this area to help residents maximise potential income. -Consult with internal teams and external agencies in order to reach resolutions and maximise the support our residents receive. -Follow the debt recovery process, taking cases through the legal process until concluded where necessary. -Engage with our customers by phone, usually through outbound contact and less frequently through inbound, also via email and letters where required. -Prevent and reduce arrears by providing information and support, negotiate and implement payment arrangements, and signpost for external funding where applicable.

Requirements

• detail
• empathy
• communication
• independent
• collections
• welfare

What You Bring

-Great attention to detail and be process driven. -Empathy combined with judgement and facts established to assess and decide on the best course of action for each case. -Excellent communication skills and the ability to negotiate and deliver clear messages. -Be able to work and manage your caseload independently, as well as working within the team to achieve shared targets. -Collections experience is desirable. -Prior knowledge of the welfare benefits system, and a background in collections or within social housing would be desirable.

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Benefits

-Tenancy deposit – interest free loan to help with rental deposits and season Ticket loan -Cycle2work scheme -2 volunteering days per year for things like helping out in local communities -Option to buy or sell up to 5 days annual leave per year -Hybrid Working - Dependent on job role and department -Health cash plan scheme for your everyday healthcare needs which you can add your family members too -Access to extensive learning and training opportunities with Wisebox platform -Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support -Supported family friendly approach with extended parental leave -Life assurance cover 3 x your salary -Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues -Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation -Enhanced pension with matched contributions of up to 9% -28 days annual leave plus 8 bank holidays (pro rata for part time) per year -An additional ‘Beliefs day’ once a year to have an extra a day off

About Metropolitan Thames Valley

-Formed through the merger of Metropolitan Housing Trust and Thames Valley Housing, the company is a leading housing association. -Committed to building sustainable communities, providing affordable housing solutions, and offering a range of housing services. -Focuses on developing new homes, managing a growing portfolio, and providing support to vulnerable individuals and families. -Specializes in residential and commercial property management, construction, and housing for diverse communities. -Known for tackling complex challenges within the housing sector, consistently innovating in the design and delivery of its projects. -Key areas include affordable housing, regeneration projects, and supporting local communities with vital housing services. -Has established a strong reputation for delivering quality developments that meet the diverse needs of residents. -With a history rooted in social impact, continues to drive forward initiatives that improve lives across the UK.

Sector Specialisms

Visa Sponsorship

-no visa sponsorship is offered.