Debt Advice Officer

Job description

This role mainly requires you to work remotely, but you will need to work from the Civic Offices occasionally when required.

We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.

About the role

You would be required to:

• Process Universal Credit housing cost verifications and Alternative Payment Arrangements requests ensuring accuracy to prevent financial loss to the Council or service user.
• Maximise income and reduce outgoings including completing benefit checks, providing advice and support to make applications, maintain claim and challenge decisions and accessing social tariffs.
• Deliver personalised debt advice including completing appointments and casework to prepare financial statements, review income and outgoings, and explore debt options to help clients make informed decisions.
• Assess and review Discretionary Housing Payment and Council Tax Support applications in line with legislation and policy.
• Deliver excellent customer service responding to internal and external enquiries across multiple channels with professionalism, empathy, and efficiency by resolving issues at first contact where possible.
• Maintain accurate records of all advice, actions, and financial awards in line with data protection and council standards, contributing to performance targets and service quality.

Reading Borough Council is seeking a dedicated and empathetic Debt Advice Officer to join our Tenant Services team. In this vital role, you'll support tenants and residents across Reading to manage their finances, maximise income, sustain tenancies, and prevent homelessness. You'll work as part of a collaborative team delivering a high-quality, customer-focused service across multiple access channels including face-to-face, telephone, email, and text.

You'll be the first point of contact for many service users, responding promptly and professionally to enquiries. Using your knowledge of relevant policies and procedures, you'll aim to resolve issues at the first point of contact and provide tailored support to those in financial difficulty.

Key Responsibilities Include:

• Respond promptly and professionally to customer enquiries across multiple channels, resolving issues at first contact where possible.
• Provide tailored debt advice and budgeting support to tenants and residents, including preparing Standard Financial Statements and prioritising debts.
• Assist service users with welfare benefit claims, backdating requests, and challenging decisions using legislation and policy.
• Promote financial inclusion, digital access, and safer borrowing practices such as Credit Unions.
• Assess and review applications for Discretionary Housing Payments and Council Tax Support accurately and efficiently.
• Conduct outreach appointments and home visits where necessary, following lone worker procedures.
• Maintain accurate records and contribute to team performance targets and KPIs.
• Collaborate with internal teams and external organisations to improve service delivery and integration.
• Attend community events and deliver training sessions to raise awareness of financial support services.

About you

The following experience is required for this role:

• A good general education, including GCSE (or equivalent) in English and Maths.
• Experience supporting the public in an advisory role, ideally involving housing, welfare, or debt advice.
• Confidence using computer systems to manage casework, write correspondence, and maintain accurate records.
• The ability to work independently, using sound judgement to research issues and provide clear, practical advice.
• Strong verbal and written communication skills, with the ability to adapt your approach to different audiences.
• Resilience and good time management to handle competing priorities in a fast-paced, emotionally demanding environment.

We're looking for someone with a strong understanding of welfare benefits, debt solutions, and financial inclusion. You'll have excellent communication skills and the ability to handle sensitive situations with professionalism and empathy. Experience in supporting vulnerable individuals and a commitment to equality, diversity, and safeguarding are essential. You should be confident working independently and collaboratively in a fast-paced, customer-focused environment..

You'll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you'll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.

Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:

Work Together as one team - champion and inspire a culture which ensures that all employees across the organisation work together to provide excellent outcomes for Reading

Drive Efficiency - create an environment in which resources are used efficiently and employees' skills are developed and used effectively

Be Ambitious - aspire to deliver excellence and inspire and support others to reach their potential

Make a Difference to Reading - inspire a culture in which the customer is the focus and where change is welcomed as an opportunity

Our offer

We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition is strongly encouraged, and you'll get a great feel for that working in our friendly and collaborative environment.

A competitive salary alongside a range of benefits including:

• Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 30 days after 5 years' service and 33 days after 10 years' service, with the option to buy additional leave
• A wide range of flexible working opportunities
• Modern working environment at the Civic Offices in the heart of Reading
• Local Government Pension Scheme (LGPS)
• Life Assurance - three times your annual salary (for members of the LGPS)
• On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted
• Season Ticket Loan - a loan to help with the cost of your rail or bus journey, to and from work
• Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax

To arrange a confidential discussion on this position please contact David Pidduck at

Closing Date: Wednesday 10 December 2025.

Interview Date: Thursday 18 December 2025.

Interview Process: Interviews will be completed via Microsoft Teams and will be booked to be completed within 45 minutes.