Housing Advisor

Curo; Bath; Hybrid; GBP 26,000 - 31,000; Full time

Benefits offered by this job

26 days annual leave + bank holidays ,

Birthday day off

Hybrid working (3 days office, 2 days/

Pension contribution

Health Cash Plan

Employee Assistance Programme

Job summary

Curo, a leading South West housing association, is hiring a Housing Advisor in Bath for a hybrid role. You will be the first point of contact for residents, helping them understand accounts, set up payments, and manage low-level arrears while guiding them toward practical repayment options.

You’ll handle a varied caseload with empathy, communicating clearly and using good numeracy and IT skills to keep records up to date. This full-time post offers a supportive team and decent benefits.

Qualifications

• Experience in a busy customer-facing or administrative role.
• Ability to handle sensitive conversations about money with empathy.
• Strong written and verbal communication.
• Good organisational skills and attention to detail.
• Numeracy, literacy and IT competence; comfortable with new systems.
• Adaptability and openness to change.
• Self-awareness and positive impact on customers and colleagues.
• Proactive, taking ownership of workload and outcomes.
• Team player who works well with others.

Responsibilities

• Explain accounts and resolve queries at first contact.
• Agree repayment plans and support arrears management.
• Prepare cases and use Money Claim Online when needed.
• Set up direct debits and process housing benefit payments.
• Support turnaround of empty properties from endings to ready-to-let.
• Carry out pre-tenancy checks and update move progress.
• Keep systems updated with actions and agreements.
• Escalate cases promptly when needed.

Skills

Customer service experience

Sensitive conversations

Communication skills

Organisational skills

Numeracy & IT

Adaptability

Self-awareness

Team player

Tools

Housing benefit knowledge

Debt recovery knowledge

Job description

Housing Advisor - Helping People Stay in the Home They Love

£28,500 per annum | Bath (The Maltings) | Hybrid

Full Time | Permanent | 37 hours per week

Your Empathy. Our Communities. Homes for Good.

Money worries, a confusing rent statement, the stress of moving home - for many of our residents, you'll be the person who picks up the phone and helps make sense of it all. It's frontline work that asks a lot of you and gives a lot back.

You'll be the first point of contact for residents managing their tenancy, their account and their move, handling a varied caseload of enquiries and helping people understand their options and stay on top of their charges.

No two conversations are the same. One call might be a straightforward payment query, the next a sensitive conversation with someone in real financial difficulty. You'll bring patience, clear thinking and a genuine care for getting people to the right outcome.

What you'll be doing

• Helping residents understand their accounts and resolving charge and payment queries at the first point of contact
• Agreeing fair, realistic repayment plans and supporting people to manage low-level arrears
• Taking follow-up action on debt recovery, including preparing cases and using Money Claim Online where needed
• Setting up direct debits and processing housing benefit payments accurately
• Supporting the smooth turnaround of empty properties, from tenancy endings through to ready-to-let
• Carrying out pre-tenancy checks and keeping new residents updated on the progress of their move
• Keeping our systems accurate and up to date, recording the actions you take and agreements you make
• Spotting where a case needs escalating and referring it on promptly

More about you

We value transferable skills from all kinds of backgrounds - whether you've worked in hospitality, retail, contact centres or another customer-facing role, the way you handle people could be exactly what we're looking for.

Essential:

• Experience in a busy customer-facing or administrative role, managing queries, accounts or a varied caseload
• Confidence handling sensitive conversations, including around money, with a fair and empathetic approach
• Strong communication skills - confident and clear in both written and verbal communication, able to engage effectively with diverse audiences
• Good organisational skills with the ability to multitask and work calmly to targets and deadlines, with strong attention to detail
• Good numeracy, literacy and IT skills, with the confidence to learn and use new systems
• Adaptability and a genuine openness to change
• A good level of self-awareness, with commitment to ensuring your behaviour has a positive impact on customers and colleagues
• Self-motivated, taking ownership of your workload and outcomes
• A team player who works well with colleagues and partners

Desirable:

• Experience in a housing, debt advice, income management or social care setting
• Familiarity with housing benefit, direct debits or tenancy management
• Knowledge of debt recovery processes, including county court procedures or Money Claim Online

What you'll get in return

Beyond a salary of £28,500 and the chance to make a real difference every day, you'll get:

• 26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years
• Your birthday off as an extra holiday
• Up to 10% matched pension contributionHybrid working (3 days office, 2 days home)
• Flexible benefits which might include a Health Cash Plan
• Access to an Employee Assistance Programme for your own wellbeing

About Curo

We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide.

We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers.

We're committed to making our recruitment process accessible to everyone - if you need any adjustments to help you apply or interview, please contact our recruitment team at