Income Advisor

• Deliver a professional, customer-focused advisory service to maximise income and reduce customer debt
• Manage higher-level arrears cases from Notice of Seeking Possession stage onward
• Take enforcement action where required and attend court to represent Freebridge Community Housing
• Attend evictions when necessary, sensitively and in line with procedures
• Build relationships with stakeholders, external agencies and internal colleagues
• Maintain current knowledge of income best practice, welfare and benefit advice
• Provide in-depth support tailored to customers' circumstances
• Assist with pre-tenancy assessments and promote tenancy sustainment

• Proven customer service experience within a housing provider or public sector organisation
• Direct face-to-face customer interaction experience
• Experience managing accounts and recovering outstanding arrears
• Experience supporting customers experiencing financial difficulty
• Solid knowledge of debt collection processes and agencies supporting vulnerable customers
• Ability to apply debt collection knowledge in a case management setting
• Experience working with customers with varied and complex needs
• Ability to handle challenging and confrontational situations professionally and sensitively
• Full UK driving licence
• Access to own vehicle
• Ability to attend court hearings, external meetings and other locations as required
• Knowledge of the Civil Procedure Rules and Pre-Action Protocol

Demonstrates expertise in customer service within housing and public sector environments, with a strong focus on debt collection processes and case management. Capable of managing complex customer needs and providing tailored support while maintaining compliance with relevant legal frameworks.

• Customer Service Experience
• Debt Collection Knowledge
• Case Management Skills
• Court Representation
• Knowledge of Civil Procedure Rules

• Debt Collection Processes
• Account Management
• Financial Difficulty Support
• Pre-Tenancy Assessments
• Tenancy Sustainment

• Relationship Building
• Professionalism
• Sensitivity in Confrontational Situations

• Full UK Driving Licence

• Housing Provider
• Public Sector
• Welfare and Benefit Advice
• Stakeholder Engagement
• Arrears Management