Income and Advice Support Officer

We’re looking for an Income and Advice Support Officer to join our Income Team and help us deliver a proactive, customer-focused service for Yorkshire Housing customers.

This is a brilliant role if you’re great with people, confident with admin and numbers, and enjoy making sure customers get the right support at the right time. You’ll be one of the first points of contact for income-related queries, helping to triage enquiries, keep information accurate, and support customers with practical, helpful advice.

What you’ll be doing

You’ll play a key role in helping the Income Team run smoothly and making sure our customers have a positive experience when they contact us. That means taking ownership of queries, keeping records up to date, and working closely with colleagues across Yorkshire Housing to get things moving.

• Acting as an initial contact for income-related queries and making sure they reach the right person.
• Supporting the collection of rent and other debts while promoting our Rent on Time approach.
• Support Enforcement Officers with court applications, case preparation, and a range of administrative tasks to ensure efficient case management and legal compliance.
• Assist in the planning and delivery of rent collection campaigns, contributing to a proactive approach to income recovery and tenancy sustainment.
• Helping customers agree affordable and sustainable payment plans.
• Managing customer contact through calls, emails, texts and our self-serve portal.
• Working with colleagues and external agencies, including DWP and Housing Benefit, to support customers and protect Yorkshire Housing’s income.
• Spotting when customers may need extra help and making sure they’re signposted to the right internal or external support.
• Keeping systems, records and income-related data accurate and up to date.
• Supporting day-to-day administration including direct debits, rent changes, missed payments, refunds and complaint responses.

You don’t need to know everything from day one. What matters most is that you’re organised, customer-focused and keen to learn. You’ll be comfortable handling different priorities, confident communicating with customers and colleagues, and able to keep accurate records even when things are busy.

• Great communication skills and a genuine passion for helping people.
• Good numeracy, literacy and attention to detail.
• Experience in customer service or administration.
• The confidence to support customers through complex or challenging situations.
• Strong organisation skills and the ability to manage your own workload.
• A flexible, adaptable approach when priorities change.
• Confidence using Microsoft products and other digital systems.
• A willingness to learn, improve and bring our Yorkshire Housing values to life.

It’d be a bonus if you have

• Experience working in income collection.
• An understanding of different tenancy types.
• Awareness of debt solutions and the impact they can have on customers and tenancies.
• Experience using housing management systems.

Pulled from the full job description

• Annual leave
• Employee discount
• Free fitness classes
• Company pension, * Salary: £28,978.63 (35 hours per week)
• 26 days annual leave (rising to 31 annually) + Bank Holidays
• Permanent Contract

We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few.

Our people’s health and wellbeing are one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.

Find out more about our employment perks here!

We’re Yorkshire by name and by nature. We make it possible for people to have a place they’re proud to call home, and our people are what make that happen.

You’ll be joining a team that cares about doing the right thing for customers, working together, and making a real difference. If you’re someone who enjoys solving problems, building trust and keeping things moving, we’d love to hear from you.

At Yorkshire Housing, we want colleagues to feel free to be themselves. We’re committed to equality, diversity and inclusion, and we welcome applications from people with different backgrounds, experiences and perspectives., At YH, we’re actively building a working environment that’s inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting communities we serve, so we welcome and encourage candidates from all backgrounds for this role.