Metropolitan Thames Valley

The vacancy This Role: Collections Officer known internally as a "Customer Accounts Advisor" Location: Beeston, Nottingham, NG9 1LA - Free on-site parking subject to availability Salary Banding: £28,044 - £29,519 Full 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 l click apply for full job details

Lead the Way in Transforming Customer Experience a MTVH Complaints Manager Location: Beeston (Nottingham, Hybrid) Salary Banding: £52,665 - £55,436 Contract: Type: Permanent based on a 37.5hr working week Are you ready to make a real difference for our customers? At Metropolitan Thames Valley Housing (MTVH) , we're committed to delivering exceptional customer experiences. We're looking for a passionate and driven Complaints Manager to lead our Complaints Team and ensure every customer interaction reflects our values, About the Role As Complaints Manager, you will: Lead and inspire a team to deliver a robust, empathetic, and compliant complaints service. Drive continuous improvement by analysing data trends, identifying root causes, and implementing solutions to reduce complaint volumes. Collaborate with internal teams and external partners, including the Housing Ombudsman Service, to ensure compliance and best practice. Take ownership of KPIs, quality assurance processes, and budget management, including compensation. Be a visible advocate for customers, ensuring their voices shape service improvements. What We're Looking For Strong leadership experience with the ability to motivate and coach and drive performance across teams. Excellent understanding of the Housing Ombudsman Service, Complaint Handling Code, and sector best practice. Proven ability to analyse data, identify trends, and deliver actionable insights. Exceptional communication and relationship-building skills with customers, colleagues, and stakeholders. A relentless focus on customer needs and a commitment to continuous improvement Why Join MTVH? At MTVH, We offer: A supportive and inclusive culture. Opportunities for professional development and career progression. Competitive salary and benefits package. 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.

Electrician £41,471 - £43,653 Would you like to work for a company that can offer 28 days of annual leave plus bank holidays, a healthcare cash plan, matched pension contribution scheme and cashback on purchases from some of the country's biggest retailers? A company that can also offer you full uniform and all required PPE, the latest handheld technology, Company vehicle and fuel card plus access to regular employee forums and feedback groups? Then please read on This role We are recruiting for an Electrician to work within our Responsive Repairs Team who will ideally have experience of working within a social housing or local authority environment. Within this role, you will be expected to undertake electrical installation, repairs, and maintenance. As you will be working in the homes of our residents, you will have exceptional customer service skills including excellent communication ability, as well as providing a high quality 'right first time' service. To be considered for this position, it is essential that you hold the following qualifications. Qualification at NVQ 3 or equivalent City & Guilds 2391 Inspection and Testing or equivalent Full Driving License It is preferable for you to also have 18th Edition IEE Wiring Regulations, a PASMA qualification and the ability to read construction drawings. You will conduct work in accordance with current legislation, British Standards, Codes of Practice, safe systems of work and recognised industrial standards for such work, minimizing damage to the fabric of the property. You must be willing to work 40 hours per week between the hours of 8am and 6pm each weekday and cover an out of hours rota when required. Please refer to the full job description before applying. - You must hold a valid manual UK driving licence (you will provided with your own Metworks van for working hours). - A minimum of one year of significant driving experience is required. - MTVH reserves the right to withdraw this offer of employment if company fleet policy is unable to secure adequate insurance. To meet our commitment to providing safe, high quality services to our customers we will complete a standard background check with the Disclosure and Barring service, once an offer of employment is made. As standard you will be added to the DBS updating service with a new check being carried out on a 3 yearly basis. The cost of a DBS will be paid for by the organisation. 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. Phone: (phone number removed) Email: (url removed)

Works Coordinator - North London ( 6 Month Fixed Term Cover) £30,814 - £32,435 We are recruiting for a Works Coordinator, who will be responsible for effectively deploying Metworks employees to make repairs to properties. You will also be responsible for operating Metworks systems to ensure that planning, finance and administration tasks are maintained and enable the company to meet all of its contractual and performance. Working hours for this role are 37.5 per week, 08:00 - 16:00. This role requires office attendance everyday and is not eligible for home working. What you'll need to succeed Previous experience of working with Northgate and DRS applications Three GCSEs at Grade C or above and including Mathematics and English Demonstrable proficiency in Microsoft Excel and Word Proven background in a customer service focused environment Ability to understand Construction related terminology Previous experience of working within Social Housing or a planning/supply chain role would be desirable. What you need to do now If you're interested in this role, take a look at the attached Job Description for more details and if it's the ideal job for you, click 'apply now' to forward an up-to-date copy of your CV. 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. Phone: (phone number removed) Email: (url removed)

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 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 (contracted up to 20:00), occasional Saturdays 09 00 Occasional office attendance required at either our Cambridge, Nottingham or London offices 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. 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.

Collections Advisor known internally as a "Customer Accounts Advisor (The Hub)" Location: Beeston, Nottingham, NG9 1LA - Free on-site parking subject to availability Salary Banding: £28,044 - £29,519 (Dependent upon experience) Contract Type: Permanent Full Time 37.5hrs per week Are you 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 this sounds like you then we want to hear from you, as here at MTVH we are looking for Customer Accounts Advisors, based within our Income Collections Team to join our established Customer Service Department. This role We are looking for dynamic and passionate individuals who are empowered to deliver a great customer experience. The role will involve taking ownership of rent and income-based queries received from our customers via inbound calls, with an element of making outbound calls to our existing customers. This is a challenging and rewarding role where you will be required to negotiate with customers, to ensure that the correct outcome is reached for both the customer and the business, at the first point of contact. What you'll need to succeed You will be assisting a diverse range of customers, so will need to have the ability to remain composed. Be able to multi-task under pressure whilst demonstrating the ability to adapt in a fast-paced environment. The role will require you to operate in an organised and structured manner; be detail driven and capable of always producing outstanding quality work, whilst working to set performance targets. This role requires you to work closely with a number of other teams. You will have exceptional listening and problem-solving skills in order to resolve queries received at the first point of contact in a timely and positive manner. What you'll get in return In return, you will be exposed to the fast-paced environment where you can benefit from our comprehensive in-house training to continue developing and utilising your skill set. What to Expect: Be prepared to be tested on your communication abilities and your commitment to providing customer excellence. Our recruitment process is designed to showcase your strengths: Step 1: A friendly phone conversation to get to know you. Step 2: A face-to-face interview where you can demonstrate your skills and passion. Be ready to show us how you make a difference through exceptional service. 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.

This Role: Collections Officer known internally as a "Customer Accounts Advisor" Location: Beeston, Nottingham, NG9 1LA - Free on-site parking subject to availability Salary Banding: £28,044 - £29,519 Full 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 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. What you'll need to succeed: Excellent communication skills and the ability to negotiate and deliver clear messages. Collections experience is essential. Knowledge of the Homeownership tenure is essential and a good understanding of the Social Housing section is desirable. Be able to work and manage your caseload independently, as well as working within the team to achieve shared targets. 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. Prior knowledge of the welfare benefits system, and a background in collections or within social housing would be desirable. In line with our smarter working approach, hybrid working is available for this post to be discussed at interview. Office days will be an alternate basis, with shifts ranging between 8am 6pm, Monday to Friday. You will have access to your rota and shift pattern at least 4 weeks in advance. 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. Phone: (phone number removed) Email: (url removed)

Customer Experience Team Leader - Accounts Salary Range: £37,146 - £39,101 (Dependent upon experience) Fulltime Permanent (37.5 hours) MTVH are excited to recruit an Accounts Team Leader to join our established Customer Accounts Team in Nottingham. This is a fantastic opportunity for someone who truly believes that great service starts with caring for people and customers. As an Accounts Team Leader, you will lead a team of Customer Accounts Advisors who handle inbound account enquiries and make outbound calls to customers in arrears, offering solutions to prevent escalation. You'll be responsible for driving performance against objectives and KPIs, ensuring first-contact resolution each and every time, and continuously improving processes to benefit both the business and our customers. If you're passionate about leadership, customer service excellence, and making a real difference, we'd love to hear from you. What you'll need to succeed You will already be customer focused with a can-do attitude and a positive approach. You will demonstrate proven experience of managing a complex / high volume function as well as experience in managing performance in a coaching culture, sharing best practice and encouraging learning. You will have the ability to remain composed under pressure and experience of leading a team successfully through periods of significant change. A natural multi-tasker, you will operate in an organised and structured manner; be detail driven and capable of making quick decisions whilst balancing the needs of the customer, colleague and business. We are looking for someone with the below essential criteria: Proven experience of managing a high performing team to meet challenging KPI's, whilst balancing the needs of the customer and business Experience in coaching colleagues and partnering to build skills and confidence Good understanding of the UK benefits system and knowledge of relevant legislation and statutory frameworks Proven experience in completing monthly 121s, performance conversations and performance improvement plans Experience in coaching colleagues, and partnering to build skills and confidence Knowledge of relevant legislation and statutory frameworks, particularly relating to the role of housing providers A keen eye for attention to detail and experience in completing detailed documentation of actions taken 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.

Collections Advisor known internally as a "Customer Accounts Advisor (The Hub)" Location: Beeston, Nottingham, NG9 1LA - Free on-site parking subject to availability Salary Banding: 28,044 - 29,519 (Dependent upon experience) Contract Type: Permanent Full Time 37.5hrs per week Are you 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 this sounds like you then we want to hear from you, as here at MTVH we are looking for Customer Accounts Advisors, based within our Income Collections Team to join our established Customer Service Department. This role We are looking for dynamic and passionate individuals who are empowered to deliver a great customer experience. The role will involve taking ownership of rent and income-based queries received from our customers via inbound calls, with an element of making outbound calls to our existing customers. This is a challenging and rewarding role where you will be required to negotiate with customers, to ensure that the correct outcome is reached for both the customer and the business, at the first point of contact. What you'll need to succeed You will be assisting a diverse range of customers, so will need to have the ability to remain composed. Be able to multi-task under pressure whilst demonstrating the ability to adapt in a fast-paced environment. The role will require you to operate in an organised and structured manner; be detail driven and capable of always producing outstanding quality work, whilst working to set performance targets. This role requires you to work closely with a number of other teams. You will have exceptional listening and problem-solving skills in order to resolve queries received at the first point of contact in a timely and positive manner. What you'll get in return In return, you will be exposed to the fast-paced environment where you can benefit from our comprehensive in-house training to continue developing and utilising your skill set. What to Expect: Be prepared to be tested on your communication abilities and your commitment to providing customer excellence. Our recruitment process is designed to showcase your strengths: Step 1: A friendly phone conversation to get to know you. Step 2: A face-to-face interview where you can demonstrate your skills and passion. Be ready to show us how you make a difference through exceptional service.

Capital Works Process Administrator Location: Nottingham Postcode: NG9 1LA Salary banding: 25,175 - 26,500 (pro rata) p/a Permanent - Part Time Closing date - January 23, 2026 This role As a Capital Works Process Administrator you will be responsible for providing system and administrative support to support the delivery of a capital works programme to ensure it both meets all statutory requirements and our customers needs. You will facilitate applications from customers for permission to carry out alterations within their homes by managing from receipt of application through to final decision. As a Capital Works Process Administrator you will ensure the data inputted is both accurate and completed within deadlines and will be able to work alongside our internal stakeholders to ensure issues are resolved quickly and efficiently. What you'll need to succeed Along with the key experience and qualifications as outlined in the Job Description, you will need have a willingness to learn, demonstrate commitment and show you are an effective team player. What you'll get in return In return, you will be exposed to the fast-paced environment where you can benefit from our comprehensive in-house training to continue developing and utilising your skill set.