Housing Advisor - Part Time

About the role

Your Empathy. Our Communities. Homes for Good. Money worries, a confusing rent statement, the stress of moving home – for many of our residents, you’ll be the person who picks up the phone and helps make sense of it all. It’s frontline work that asks a lot of you, and gives a lot back. You’ll be the first point of contact for residents managing their tenancy, their account and their move, handling a varied caseload of enquiries and helping people understand their options and stay on top of their charges.

Responsibilities

• Helping residents understand their accounts and resolving charge and payment queries at the first point of contact
• Agreeing fair, realistic repayment plans and supporting people to manage low-level arrears
• Taking follow-up action on debt recovery, including preparing cases and using Money Claim Online where needed
• Sending out direct debits and processing housing benefit payments accurately
• Supporting the smooth turnaround of empty properties, from tenancy endings through to ready-to-let
• Carrying out pre-tenancy checks and keeping new residents updated on the progress of their move
• Keeping our systems accurate and up to date, recording the actions you take and agreements you make
• Spotting where a case needs escalating and referring it on promptly

Requirements

• Essential Experience in a busy customer-facing or administrative role, managing queries, accounts or a varied caseload
• Confidence handling sensitive conversations, including around money, with a fair and empathetic approach
• Strong communication skills – confident and clear in both written and verbal communication, able to engage effectively with diverse audiences
• Good organisational skills with the ability to multitask and work calmly to targets and deadlines, with strong attention to detail
• Good numeracy, literacy and IT skills, with the confidence to learn and use new systems
• Adaptability and a genuine openness to change
• A good level of self-awareness, with commitment to ensuring your behaviour has a positive impact on customers and colleagues

Desirable

• Experience in a housing, debt advice, income management or social care setting
• Familiarity with housing benefit, direct debits or tenancy management
• Knowledge of debt recovery processes, including county court procedures or Money Claim Online

Benefits

26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years (Pro Rata)

Your birthday off as an extra holiday

Up to 10% matched pension contribution

Flexible benefits which might include a Health Cash Plan

Access to an Employee Assistance Programme for your own wellbeing