We have an exciting opportunity for an Income Advisor on a part time basis of 27 hours per week. As an Income Advisor you will effectively manage a case load of debt, providing a comprehensive, customer focused service to our customers whilst maximising income to Freebridge.

At FCH diversity is the cornerstone of our values and culture. We believe in creating a workplace where every voice is heard, valued, and respected. Diversity is about embracing a multitude of perspectives, experiences, and backgrounds that enrich our collective understanding and drive innovation. By fostering an inclusive environment, we empower our colleagues, ensuring that everyone has equal opportunities to thrive and contribute to our shared success. If you're passionate about making a difference and believe in the power of diversity and inclusion, we invite you to join us in shaping a brighter future together.

We are passionate about empowering our people to be the best they can be and are committed to a culture of inclusivity. Not only this, but we aim to put our people first by offering hybrid/agile working (dependant on position), a great pension scheme (up to 12% employer contributions!) and many other benefits which show our appreciation for the hard work that everyone puts in here. We each work to our Freebridge Values; Belong, Own It, Think Customer, One Team One Purpose and Be the Change.

In line with our five-year strategy, we are looking to build 750 new homes by 2026! This five-year strategy will drive us towards our long-term ambitions for the next 10-20 years and these first five years will be critical in laying the groundwork, investing in properties and people, hitting new targets and really making a difference.

Freebridge Community Housing is the largest provider of housing in West Norfolk, set up in 2006 to receive the transfer of homes from the Borough Council of King’s Lynn and West Norfolk. Today, we own and manage around 7,000 homes across West Norfolk, making a difference to thousands of customers within communities across an area of almost 550 square miles. We have an annual turnover of £30m and employ well over 200 people, including our own Property Services team. Over the last 14 years, there have been numerous achievements, not least delivering our tenants’ promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living.

Please note this position is part time of 27 hour per week.

Requirements

• Provide a customer focused income advisory service, both face to face, in the office and in customers’ homes, and over the phone, focusing on income maximisation, basic debt and welfare advice, and the identification of support needs
• 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
• Develop and maintain close working relationships with key stakeholders, external agencies and staff including the Lettings and Tenancy teams, to provide a comprehensive service to customers, tailored to their individual circumstances
• Carefully collate legal case files, and liaise clearly with external legal firms to instruct them regarding rent possession matters, so that the desired outcome is achieved in accordance 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

Knowledge and Experience

• Proven experience within a customer service environment working for a housing provider or other public service organisation, including face-to-face interaction with customers
• Knowledge of debt collection and agencies involved in the support of vulnerable customers is an advantage
• Proven experience of working to achieve specific targets
• Demonstration of a balanced approach when working with customers, to include high level of customer care with the need for maximising rent collection
• Social housing background is desirable but not essential
• Driving licence is essential

Benefits

• £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
• Great Pension Scheme
• Full access to an Employee Assistance Program
• Customer focused, team working environment
• Employee discount perks including 100s of high street discounts
• 25 days holiday + bank holidays (rising to 30 days after 5 years)