Income Advisor

3 days ago

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

We are seeking a highly skilled and customer-focused Income Advisor to join our team at Freebridge Community Housing. As an Income Advisor, you will play a critical role in maximizing customer income and providing a comprehensive, customer-centric service to our customers.

Key Responsibilities
  • Customer Focused Service: Provide a customer-focused income advisory service, both face-to-face and over the phone, focusing on income maximization, basic debt, and welfare advice.
  • Case Load Management: Effectively manage a case load of debt, ensuring compliance with legislative and policy requirements, escalating cases robustly in accordance with procedure to meet corporate and team targets.
  • Stakeholder Relationships: Develop and maintain close working relationships with key stakeholders, external agencies, and staff to provide a comprehensive service to customers, tailored to their individual circumstances.
  • Legal Case Files: Carefully collate legal case files and liaise clearly with external legal firms to instruct them regarding rent possession matters, ensuring the desired outcome is achieved in accordance with the Civil Procedure Rules and Pre-Action Protocol.
  • Knowledge Development: Take responsibility for developing your own knowledge of income best practice and welfare & benefit advice/reform.
Requirements
  • Customer Service Experience: Proven experience within a customer service environment working for a housing provider or other public service organization, including face-to-face interaction with customers.
  • Debt Collection Knowledge: Knowledge of debt collection and agencies involved in the support of vulnerable customers is an advantage.
  • Target Achievement: Proven experience of working to achieve specific targets.
  • Customer Balance: Demonstration of a balanced approach when working with customers, to include a high level of customer care with the need for maximizing rent collection.
  • Social Housing Background: Social housing background is desirable but not essential.
  • Driving License: Driving license is essential.
Benefits
  • Competitive Salary: £30,115.65 FTE (Pro rata salary for 27 hours per week is £21,976.28 per annum).
  • Part-Time Hours: Part-time of 27 hours a week.
  • Hybrid Working: Hybrid working arrangement.
  • Pension Scheme: Great pension scheme.
  • Employee Assistance Program: Full access to an Employee Assistance Program.
  • Team Environment: Customer-focused, team working environment.
  • Employee Discounts: Employee discount perks including 100s of high street discounts.
  • Holiday Entitlement: 25 days holiday + bank holidays (rising to 30 days after 5 years).

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