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Income Maximization Advisor

2 months ago

King's Lynn, Norfolk, United Kingdom Freebridge Community Housing Full time

About Freebridge Community Housing

Freebridge Community Housing is a leading provider of housing in West Norfolk, dedicated to improving the lives of our customers and communities. We own and manage over 7,000 homes across the region, offering a range of services designed to support tenants and create thriving neighbourhoods.

The Role: Income Advisor (Part-Time)

We are seeking a dedicated and customer-focused Income Advisor to join our team on a part-time basis (24 hours per week). This is a fixed-term contract for 10 months, covering maternity leave.

As an Income Advisor, you will play a vital role in supporting our customers by maximizing their income and providing essential advice on debt management and welfare benefits. You will work closely with tenants to understand their individual circumstances and develop tailored solutions to help them achieve financial stability.

Key Responsibilities:
  • Deliver a comprehensive customer-focused income advisory service, both in person at our offices and customers' homes, as well as over the phone.
  • Effectively manage a caseload of debt, ensuring compliance with all relevant policies and procedures.
  • Develop strong relationships with key stakeholders, including external agencies and internal teams (Lettings, Tenancy), to provide a holistic service to our customers.
  • Prepare legal case files and liaise with external legal firms regarding rent possession matters, ensuring adherence to the Civil Procedure Rules and Pre-Action Protocol.
  • Stay up-to-date on best practices in income maximization, welfare advice, and benefit reform.
Skills and Experience:
  • Proven experience in a customer service role within a housing provider or public sector organization, including face-to-face interactions with customers.
  • Knowledge of debt collection procedures and agencies that support vulnerable individuals is advantageous.
  • Demonstrated ability to work towards specific targets and achieve results.
  • A balanced approach when working with customers, combining high levels of customer care with effective debt management strategies.
Benefits:
  • Competitive salary and benefits package
  • Hybrid working arrangements
  • Generous pension scheme
  • Employee Assistance Program for your well-being
  • Collaborative and supportive team environment
  • Access to employee discount perks
  • 25 days holiday + bank holidays (increasing to 30 days after 5 years)