Income Advisor

Jobtailor; King's Lynn; On-site; GBP 24,000 - 32,000; Full time

Job summary

Freebridge Community Housing is seeking a dedicated specialist to deliver a professional advisory service, maximise income, and reduce customer debt. You will manage complex arrears cases from the Notice of Seeking Possession stage, taking enforcement action when needed and representing the housing association in court.

The role requires engaging with customers facing financial difficulties, building relationships with external agencies, and promoting tenancy sustainment while staying updated on

Qualifications

• Proven customer service experience within housing or public sector

Responsibilities

• Deliver a professional, customer-focused advisory service to maximise income and reduce customer debt
• Manage higher-level arrears cases from Notice of Seeking Possession stage onward
• Take enforcement action where required and attend court to represent Freebridge Community Housing
• Attend evictions when necessary, sensitively and in line with procedures
• Build relationships with stakeholders, external agencies and internal colleagues
• Maintain current knowledge of income best practice, welfare and benefit advice
• Provide in-depth support tailored to customers' circumstances
• Assist with pre-tenancy assessments and promote tenancy sustainment

Skills

Debt collection knowledge

Account management

Financial difficulty support

Pre-tenancy assessments

Tenancy sustainment

Job description

• Deliver a professional, customer-focused advisory service to maximise income and reduce customer debt
• Manage higher-level arrears cases from Notice of Seeking Possession stage onward
• Take enforcement action where required and attend court to represent Freebridge Community Housing
• Attend evictions when necessary, sensitively and in line with procedures
• Build relationships with stakeholders, external agencies and internal colleagues
• Maintain current knowledge of income best practice, welfare and benefit advice
• Provide in-depth support tailored to customers' circumstances
• Assist with pre-tenancy assessments and promote tenancy sustainment

Requirements

• Proven customer service experience within a housing provider or public sector organisation
• Direct face-to-face customer interaction experience
• Experience managing accounts and recovering outstanding arrears
• Experience supporting customers experiencing financial difficulty
• Solid knowledge of debt collection processes and agencies supporting vulnerable customers
• Ability to apply debt collection knowledge in a case management setting
• Experience working with customers with varied and complex needs
• Ability to handle challenging and confrontational situations professionally and sensitively
• Full UK driving licence
• Access to own vehicle
• Ability to attend court hearings, external meetings and other locations as required
• Knowledge of the Civil Procedure Rules and Pre-Action Protocol

Core Competencies

Demonstrates expertise in customer service within housing and public sector environments, with a strong focus on debt collection processes and case management. Capable of managing complex customer needs and providing tailored support while maintaining compliance with relevant legal frameworks.

Highest-signal resume keywords

• Customer Service Experience
• Debt Collection Knowledge
• Case Management Skills
• Court Representation
• Knowledge of Civil Procedure Rules

ATS Optimization Keywords

Hard Skills

• Debt Collection Processes
• Account Management
• Financial Difficulty Support
• Pre-Tenancy Assessments
• Tenancy Sustainment

Soft Skills

• Relationship Building
• Professionalism
• Sensitivity in Confrontational Situations

Certifications & Qualifications

• Full UK Driving Licence

Industry Keywords

• Housing Provider
• Public Sector
• Welfare and Benefit Advice
• Stakeholder Engagement
• Arrears Management