Income Advisor

Plus Dane Housing; Liverpool City Region; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A housing services provider in the Liverpool City Region is seeking an Income Advisor passionate about helping customers navigate financial challenges. In this role, you'll manage rent accounts, negotiate repayment plans, and provide high-quality customer service. The ideal candidate will possess exceptional customer service skills and a proactive, empathetic approach. Enjoy competitive salary, generous benefits, and opportunities for personal and professional development within a supportive team environment.

Benefits

Competitive salary

Cash healthcare plan

Employee assistance programme

Generous shopping discounts

Company pension scheme

35 days holiday plus bank holidays

Qualifications

• Proven ability to deliver high-quality customer service.
• Experience dealing with financial hardship cases.
• Ability to work collaboratively with other teams.

Responsibilities

• Manage rent accounts and assist customers facing financial challenges.
• Negotiate repayment plans to support customers.
• Provide responsive customer service in line with policies.
• Collaborate with internal teams and external partners.

Skills

Exceptional customer service skills

Strong negotiation skills

Written & verbal communication skills

Highly organized

Proactive and empathetic approach

Experience in income recovery or housing management

Knowledge of welfare benefits and housing law

Job description

Who we are:

Plus Dane provides homes and services to over 30,000 people across Merseyside and Cheshire. Our aim is to tackle social inequality by enabling individuals and communities to thrive and our customer team is at the heart of what we do.

Working with our customers really does change people’s lives and if you want to make a difference Plus Dane is the place to be!

We live by our values of working together, achieving for our customers, taking ownership, and having the opportunity to learn and grow.

What we’re looking for from you to join our team:

Are you passionate about supporting customers through financial challenges? Do you have experience in income collection and a strong understanding of social housing? We’re looking for a proactive and customer‑focused Income Advisor to help maximise rental income and minimise debt across our communities.

Key Responsibilities:

• Manage rent accounts and support customers facing financial hardship.
• Negotiate affordable repayment plans and promote our “rent first” culture.
• Deliver high‑quality, responsive customer service in line with income policies.
• Collaborate with internal teams and external partners including DWP and local authorities.

Key Skills:

• Exceptional customer service skills, with a strong commitment to delivering a high‑quality experience for every customer, especially those facing financial hardship.
• Team‑oriented and resilient, able to thrive in a fast‑paced environment and remain calm and constructive when dealing with challenging situations.
• Highly organised and performance‑driven, with a proven ability to meet key performance indicators and targets while maintaining accuracy and attention to detail.
• Strong negotiation and written & verbal communication skills.
• A proactive, empathetic, and customer‑focused approach.
• Experience in income recovery or housing management (desirable).
• Knowledge of welfare benefits and housing law (desirable).

What you’ll get in return:

We offer hybrid working and you will be working a 7‑hour day between Monday – Friday.

You will be generously rewarded with a competitive salary and great benefits, including a cash healthcare plan, employee assistance programme and generous shopping discounts. We also have a competitive company pension scheme, where we contribute 9% and our colleagues can contribute anything from 3% upwards.

From the moment you join you have 35 days holiday plus bank holidays, including the days between Christmas and New Year. This is part of our commitment to our peoples’ wellbeing supported by an excellent management team and colleagues, including wellbeing champions and mental health first aiders.

We actively encourage personal development and there are plenty of opportunities to progress your career as you join the team that has a career path to many other parts of our organisation. We also offer ongoing training in a variety of areas including formal qualifications.

Apply now to be part of a values‑driven organisation making a positive impact in Merseyside and Cheshire.

If you need any adjustments to apply or attend an interview, please let us know.