This Role: Collections Officer known internally as a "Customer Accounts Advisor"Location: Beeston, Nottingham, NG9 1LA - Free on-site parking subject to availabilitySalary Banding: £28,044 - £29,519Full Time Permanent Post based on a 37.5hr working week.Due to an internal promotion, we are looking for an individual who is passionate about providing an exceptional customer experience and looking for a new role in collections. Do you enjoy speaking with customers and solving their problems with empathy and understanding? If so, we want to hear from you, as here at MTVH we are looking for a Customer Accounts Advisor based within our Income Collections Team to join our established Customer Service Department.This role:As a Customer Accounts Advisor your role will be to proactively review and manage Home Ownership accounts that are in static or increasing arrears, and sometimes at risk of legal action or eviction. Empathy and a desire to help others is vital to understand each customers situation and look for possible avenues of income recovery, while also being firm and clear with outcomes and expectations.Key responsibilities: 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. Assist with welfare benefits related issues an