Financial Inclusion Officer

Hollybank Trustees Ltd; Watford; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

28 days annual leave (pro rata)

Employer pension contribution up to 11

Job summary

Chime Housing is seeking a Financial Inclusion Officer to support residents in Watford by providing welfare benefits advice, budgeting guidance, and debt management assistance. The role focuses on sustaining tenancies and increasing residents' income with a strong emphasis on customer-focused services.

The position involves working with communities and partners to deliver practical support, manage cases of financial hardship, and promote financial stability for tenants.

Qualifications

• Experience providing welfare benefits advice and income maximisation support.
• Experience working directly with customers in a customer-facing service environment.
• Knowledge of housing legislation, tenancy sustainment and arrears management processes.
• Strong communication and negotiation skills with the ability to support customers through difficult circumstances.
• Logical and methodical approach with a high level of attention to detail.

Responsibilities

• Deliver tenancy sustainment services to customers within their homes and local communities.
• Provide welfare benefits advice and support customers to maximise income and access financial assistance.
• Manage cases involving financial hardship and customers at risk of losing their tenancy.
• Support customers with budgeting, debt management, employment opportunities and reducing fuel poverty.
• Work collaboratively with a range of officers across the Operations Directorate and Finance Team, as well as external agencies to achieve positive customer outcomes.
• Carry out pre-tenancy assessments and provide ongoing support to new tenants.
• Signpost customers to specialist internal and external support services where appropriate.
• Maintain accurate records and ensure referrals and urgent issues are managed promptly and effectively.

Skills

Welfare benefits advice

Income maximisation

Budgeting

Debt management

Communication

Negotiation

IT skills

Education

Level 2 qualification

CIH membership

Tools

MRI Orchard Housing Management Systems

Microsoft Office

Job description

Location: On site / Watford, UK
job type: Permanent / Full-time
Sector and subsector: Housing | Housing Association
Annual Salary range:from £ 35,000.00 to £ 40,000.00

Chime Housing

Salary: £35,000 – £40,000 -37 hours per week

The Vacancy

We're looking for a passionate and customer-focused Financial Inclusion Officer to help residents improve their financial wellbeing and sustain their tenancies. This rewarding role supports customers experiencing financial hardship by providing advice on welfare benefits, budgeting, income maximisation and debt management. Working directly within our communities, you'll make a real difference by helping customers maintain stable, secure homes and access the support they need to thrive.

Introduction to the role

At Chime Housing, we believe safe and sustainable housing starts with supporting our customers to achieve financial stability. As a Financial Inclusion Officer, you'll work closely with residents, colleagues and external partners to provide practical advice and tailored support that helps people overcome financial challenges, maximise their income and sustain successful tenancies.

To provide financial related support to customers experiencing financial hardship, helping them access the correct benefits and develop budgeting skills. The role plays a key part in supporting tenancy sustainment, maximising income collection and delivering excellent customer-focused services

What’s the role?

Key Accountabilities:

• Deliver tenancy sustainment services to customers within their homes and local communities.
• Provide welfare benefits advice and support customers to maximise income and access financial assistance.
• Manage cases involving financial hardship and customers at risk of losing their tenancy.
• Support customers with budgeting, debt management, employment opportunities and reducing fuel poverty.
• Work collaboratively with a range of officers, primarily across the Operations Directorate and Finance Team, as well as external agencies to achieve positive customer outcomes.
• Carry out pre-tenancy assessments and provide ongoing support to new tenants.
• Signpost customers to specialist internal and external support services where appropriate.
• Maintain accurate records and ensure referrals and urgent issues are managed promptly and effectively.

What are we looking for?

• Experience providing welfare benefits advice and income maximisation support.
• Experience working directly with customers in a customer-facing service environment.
• Knowledge of housing legislation, tenancy sustainment and arrears management processes.
• Strong communication and negotiation skills with the ability to support customers through difficult circumstances.
• Logical and methodical approach with a high level of attention to detail.
• Ability to manage a varied caseload and work independently while maintaining excellent attention to detail.
• Strong IT skills, including Microsoft Office and case management systems.
• Commitment to delivering outstanding customer service and continuous improvement.
• Level 2 qualification relevant to the role.
• Professional membership, such as the Chartered Institute of Housing (CIH).
• Experience within social housing and knowledge of the regulatory framework governing the sector.
• Experience using MRI Orchard Housing Management Systems.
• Department: Customers and Communities

What can we offer you?

• 28 days’ annual leave (pro rata)
• Employer pension contribution of up to 11%

How we work

We embrace agile working — blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.