Metropolitan Thames Valley

Energy & Carbon Performance Manager (This role could also be known as: Sustainability Manager, Sustainability Performance Manager, Carbon Performance Manager, Energy & Sustainability Manager, Retrofit Manager) Nottingham: £58,223 - £61,287 London: £64,692 - £68,097 Are you ready to make a real impact on the journey to net zero? At MTVH, we're on an ambitious journey to decarbonise our portfolio and d click apply for full job details

Sales Consultant 9 Months Fixed-Term (Maternity cover) £36,599 to £38,525 This role This role will have a geographical spread - Surrey, Berkshire, Hampshire The Sales Consultant is a front-line representative of So Resi and MTVH and has responsibility for the delivery of the sales budget, working in multiple locations across a broad geographic area click apply for full job details

Energy & Carbon Performance Manager (This role could also be known as: Sustainability Manager, Sustainability Performance Manager, Carbon Performance Manager, Energy & Sustainability Manager, Retrofit Manager) Nottingham: £58,223 - £61,287 London: £64,692 £68,097 Are you ready to make a real impact on the journey to net zero? At MTVH, we're on an ambitious journey to decarbonise our portfolio and deliver warm, energy-efficient homes for our residents. We're looking for an Energy & Carbon Performance Manager to join us someone who wants their work to have real impact and help shape a greener, fairer future. In this role, you'll influence strategic decision-making, improve the energy efficiency performance of thousands of homes, and use data, modelling and insight to guide major investment programmes. If you're driven by purpose and enjoy complex challenges, this is an exciting opportunity to make a measurable difference. Full details of the role are available in the job description on our careers page. About You You will bring strong technical expertise and analytical capability to our Decarbonisation Team. Your work will span: Collecting, interpreting and modelling energy data Monitoring and reporting performance Understanding the energy efficiency of our housing stock Helping shape and maintain MTVH's net zero targets and pathway With experience in data management and a strong understanding of domestic energy efficiency, you're comfortable turning complex datasets into clear insights. You think strategically, approach problem-solving creatively, and enjoy finding practical, innovative solutions to data and modelling challenges. Most importantly, you recognise that decarbonisation is about people. Our residents and customers are at the heart of everything we do. Your ability to build strong relationships, collaborate across teams, and work in partnership to deliver excellent outcomes will be key to your success. 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)

This Role: Estate Coordinator Location: Empire House, Bessemer Road, Welwyn Garden City, AL7 1FY Salary Range: £27,886 - £29,353 based on a 37.5hr working week Contract Type: Permanent This is a fantastic opportunity for a customer focused individual to join our Housing Team in managing a mix tenure development which consists of multiple blocks. There are aspects of this role which applicants may find similar to the position of concierge, caretaker, fire warden, facilities person. You will be our face of MTVH on a day-to-day basis providing support to our diverse customer base, whilst ensuring that our internal and external service providers fulfil their duties to a high standard within the building. This role will see you working alongside our Local Housing Managers who are responsible for both our tenants and homeowners. Duties: To provide a high-quality estate management service, ensuring outstanding customer service and delivery across tenures including leaseholder, shared owners and tenants. Be the accountable Officer providing an efficient, co-ordinated, customer focused service that meets local needs and delivers high standards. Proactively work with colleagues, customers and stakeholders to co-ordinate services and maximise customer satisfaction. What you'll need to succeed : We are looking for a motivated individual that wants to make a difference in the community, is enthusiastic, customer focused good at problem solving and enjoys helping people. You must enjoy a challenge and confidently resolve conflict and make difficult decisions using your own initiative. And genuinely care and be confident in your own abilities to drive change. Experience of dealing with customers from different backgrounds, presenting with complex or challenging needs is essential. Experience of working in a social housing setting is preferred but not essential. Strong administrative & IT skills with a focus on attention to detail and accuracy in writing, reporting and numeracy. The ability to plan your day efficiently, be organised and, have a can-do approach to finding solutions and will demonstrate the ability to thrive in collaborating with others to achieve desired outcomes. This post operates within the office hours of 9-5 Monday to Friday. Flexibility will be required due to the nature of this role. To meet our commitment to providing safe, high-quality services to our customers and as part of our onboarding service we will complete a Basic level background check with the Disclosure and Barring service once an offer of employment is made. This will be renewed every three years. 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.

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)

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.

Complaints Coordinator Location: Beeston, Nottingham, NG9 1LA Salary Banding: £28,044 - £29,519 - Hybrid Working based on a 37.5hr week Free on-site parking subject to availability At Metropolitan Thames Valley Housing, we have an amazing opportunity for passionate and customer-service focused Complaint Coordinator to join our Complaints Team based in Beeston, Nottingham. As a Complaint Coordinator you will be responsible for investigating and coordinating responses for Stage 1, and with further experience, Stage 2 complaints. This requires independent inquiry and collaboration with teams across the business to achieve fair and successful resolutions for our customers. You will play a key role in guiding and influencing constructive change within the organisation by identifying process faults and possible improvements to the customer journey. This is a unique opportunity for someone with drive, empathy, and excellent communication skills to make a positive impact on the lives and satisfaction of our residents, while building strong relationships with senior executives and managers across MTVH. We're looking for someone who will Be able to work on a hybrid basis, working 2-3 days per week from home and the rest from our Beeston office. Possess prior knowledge and experience in resolving customer disputes. Demonstrate exceptional organisation and time management, adhering to set timeframes for responses. Negotiate and persuade effectively to achieve a desired outcome. Advocate for our customers and show empathy towards their frustrations and needs. Apply best judgement to each individual situation and have an objective and pragmatic approach to problem-solving. Deliver clear and comprehensive communication, across verbal and written platforms, at all times. In return we offer A competitive salary banding of £28,044 - £28,619 experience dependent Comprehensive in-house training to support your development and enhance your skill set. A modern and attractive office in Beeston, with beautiful surroundings, an on-site café, free staff parking, and easily accessible by public transport. 37 days off per year (including all bank holidays and a 'belief day', pro rata for part time), matched pension contribution up to 9% and much more (Please see below or our Overview and Benefits attachment to see all our amazing benefits) 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)

Salary: £28,766 - £30,280 As a Works Planner you 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. You must be able to work as part of a department rota basis between the hours of 8am-4pm, 9am -5pm and 10am-6pm. This role requires office attendance every day and is not eligible for home working. Our office has free onsite parking (subject to availability) and is easily accessible from Beeston train station. What you'll need to succeed as Works Planner Ability to understand Construction related terminology would be advantageous Previously experience of working within either a local authority, social housing, construction, or property environment would be beneficial Previous experience of working with NEC would be desirable but full training will be given 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 multi-task and manage competing priorities in a fast-paced environment with a high workload 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)

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.

Complaint Specialist Location: Beeston, NG9 1LA Salary Banding: £29,593 - £31,150 Hybrid working to be discussed at interview stage As a Specialist Complaint Handler here at MTVH, you will be responsible for resolving complex complaints, CEO complaints and responding to MP, Councillor and Ombudsman enquiries. You may also support the wider Customer Care Team to deliver satisfactory resolutions. You will work as a team to ensure MTVH is helping resolve customer disputes that are deemed fair and clear in resolution. You will be responsible for developing customer satisfaction through root cause analysis as well as help defining continuous improvements for the customer journey. You will build relationships with senior executives at MTVH, The Housing Ombudsman, MP's, Councillors and the MTVH Policy Team. What you'll need to succeed Strong knowledge and experience in resolving customer disputes Ensures that appropriate actions and remedies are taken internally to resolve escalated customers problems and concerns Confident at communicating with senior leaders and members of parliament where appropriate Exceptional Organisation Excellent communication and written skills Report writing skills to ensure regular updates into senior executives on the progress of complaints, orders and improvements 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)

Title: Contract Officer Fire Safety Salary: £32,158 - £33,850 Location: Beeston, Nottingham Permanent, Full Time (37.5 hours) About Us Metropolitan Thames Valley Housing has a vision that everyone has a home and the opportunity to live well; that means working with partners to create sustainable and vibrant neighbourhoods where our customers want to live click apply for full job details

This role: Service Charge Specialist based in Farringdon, EC1N 8JS Salary Banding: £39,281 - £41,348 based on a 37.5 hour week - 6 Month Fixed Term Contract This role is eligible for our smarter working policy with the expectation of a minimum of 2 office days per week click apply for full job details