Senior and Advice Officer; Vulnerable Customers

Position: Senior Income and Advice Officer (Vulnerable Customers)
# Senior Income and Advice Officer (Vulnerable Customers)## Job Introduction At Yorkshire Housing, we believe everyone deserves a safe, secure place to call home - and when life gets tough, our role as a social landlord matters more than ever.

We’re looking for
** Senior Income and Advice Officer’s (Vulnerable Customers)
** who are passionate about supporting people through challenging circumstances and helping customers sustain their tenancies.

This is a
** customer‑facing, phone‑based role
** that brings together
** income recovery**,
** tailored benefit advice**, and
** financial wellbeing support**. You’ll work with customers experiencing complex situations, coaching them to access the right benefits, negotiating sustainable repayment plans, and working closely with internal and external partners to make sure the right support is in place at the right time.

You’ll also use your specialist knowledge to support colleagues, sharing best practice and helping to strengthen our overall approach to supporting vulnerable customers.
** What you’ll be doing
** You’ll be the main point of contact for customers who need additional support to manage their rent and other money owed. Through proactive and reactive phone‑based conversations, you’ll:
* Manage inbound and outbound calls to recover rent, service charges, rechargeable repairs and former tenant arrears, using empathy, professionalism and clear communication
* Work with customers to understand the root causes of arrears and agree affordable, sustainable repayment plans that support tenancy sustainment
* Coach customers to access and claim the right benefits that directly impact their ability to pay rent, providing practical, landlord‑appropriate guidance and signposting where specialist advice is needed
* Support customers with complex needs or limited support networks, making sure they’re connected to the right internal teams and external agencies at the right time
* Use digital tools such as Voices cape and case management systems to maintain regular, meaningful contact and accurately record outcomes
* Promote financial responsibility initiatives, including Rent on Time, helping customers build confidence and resilience around managing their finances
* Recognise when engagement and support are no longer effective and prepare cases for legal escalation, in line with Yorkshire Housing’s policies and procedures
* Manage communications relating to insolvency and debt solutions, such as DROs, IVAs and debt management plans, ensuring accounts are updated accurately and customers are kept informed
* Identify and respond appropriately to signs of vulnerability, abuse or neglect, escalating concerns in line with safeguarding procedures
* Support and coach colleagues by sharing specialist knowledge, benefit updates and best practice, helping to build confidence across the wider service
* Work collaboratively with colleagues across Yorkshire Housing and with external partners to deliver joined‑up, customer‑centred support
* Contribute to continuous improvement by sharing feedback, learning from complex cases and helping shape how we support vulnerable customers in the future
** This could be the role for you if you:
*** Have experience in income, financial support or working with complex customer cases
* Are confident handling challenging conversations with empathy, professionalism and resilience
* Enjoy problem‑solving and finding practical solutions that make a real difference
* Are customer‑obsessed and motivated by helping people sustain their tenancies
* Feel comfortable using digital tools and systems to manage cases and track outcomes
* Want to use your knowledge to support and coach others, sharing learning and best practice
* Align with our values and care about doing the right thing, not just the easy thing

Experience in a similar role is a bonus, but we’re just as interested in how you work and why you care as we are in your previous job titles. Check out the attached Role Profile for more information on the criteria for this role.

This is a full‑time (35 hours per week), permanent role with a salary of **£37,718
** per year, plus 26 days annual leave (rising annually…