Income and Advice Officer

When money worries creep in, a calm voice, clear advice and a bit of determination can change everything. Money matters. People matter more – that’s where you come in.

We’re looking for an Income and Advice Officer who can balance confidence with compassion, and persistence with empathy.

This is a practical, customer focused role where you’ll balance income recovery with empathy, advice and support – doing the right thing, not the easy thing.

If you’re great on the phone, thrive on problem solving, and want a role where you genuinely make a difference every day, keep reading….

What’s this role all about?

You’ll be right at the heart of our Customer Channels team, supporting customers by phone when they need us most. From early conversations that stop arrears building, to more complex situations where customers need extra help, you’ll work with them to find solutions that stick.

You’ll collect rent and other money owed to Yorkshire Housing, while also helping customers improve their financial wellbeing and access the support they’re entitled to.

What you’ll be doing (and why it matters)

• Having proactive and reactive conversations with customers by phone
• Agreeing affordable repayment plans that help sustain tenancies
• Supporting customers to apply for benefits and financial support
• Spotting vulnerability early and connecting customers with the right help
• Using digital tools like Voicescape to stay in touch and keep cases moving
• Taking steps to prevent arrears escalating – and preparing cases for legal action where needed

Every conversation counts, and your work will have a real impact on people’s lives.

What we’re looking for

You’ll bring:

• Experience in income collection, financial support or customer service
• Confidence handling sensitive or challenging conversations
• A calm, resilient and solution‑focused approach
• Strong communication skills and a genuine customer‑first mindset
• Comfort using systems and digital tools to manage your work

Housing experience is great, but not essential – we’re more interested in your values, attitude and ability to connect with people. Check out the attached Role Profile for full details on what you’ll be doing and what we need from you.

What you’ll get in return

Alongside a salary of £34,972.21 per year for 35hours per week, you’ll benefit from:

• Agile homeworking
• 26 days annual leave (plus bank holidays), rising with length of service to 31 days
• A strong focus on health and wellbeing, including free fitness classes, an instant My GP service

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