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Income Advisor

2 months 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, providing comprehensive debt and welfare advice, and identifying support needs.

Key Responsibilities
  • Provide a customer-centric income advisory service, including face-to-face, phone, and in-home consultations, focusing on income maximization, basic debt, and welfare advice.
  • Effectively manage a caseload of debt, ensuring compliance with legislative and policy requirements, and escalating cases as needed to meet corporate and team targets.
  • 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.
  • Carefully collate legal case files and liaise with external legal firms to instruct them regarding rent possession matters, ensuring compliance with the Civil Procedure Rules and Pre-Action Protocol.
  • Take responsibility for developing your own knowledge of income best practice and welfare & benefit advice/reform.
Requirements
  • Proven experience in a customer service environment, working for a housing provider or other public service organization, including face-to-face interaction with customers.
  • Knowledge of debt collection and agencies involved in supporting vulnerable customers is an advantage.
  • Proven experience of working to achieve specific targets.
  • Demonstration of a balanced approach when working with customers, including high levels of customer care and the need for maximizing rent collection.
  • Social housing background is desirable but not essential.
  • Driving license is essential.
Benefits
  • Competitive salary of £30,115.65 FTE (pro-rata salary for 27 hours per week is £21,976.28 per annum).
  • Part-time of 27 hours a week.
  • Hybrid working arrangement.
  • Great pension scheme.
  • Full access to an Employee Assistance Program.
  • Customer-focused, team-working environment.
  • Employee discount perks, including hundreds of high-street discounts.
  • 25 days holiday + bank holidays (rising to 30 days after 5 years).