Overview
Income Collections Specialist – Hackney, E2 8AX
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:
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, 08:00–18:00 (contracted up to 20:00), occasional Saturdays 09:00–17:00
Occasional office attendance required at either our Cambridge, Nottingham or London offices
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.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
