Income Accounts Advisor

Job Title: Income Accounts Advisor

Location: Rochdale
Contract: 12 Months Contract
Hours: 36.25 hours per week

Are you passionate about helping customers manage their finances and sustain their tenancies, whilst delivering excellent customer service?

Rochdale Boroughwide Housing is looking for a proactive, customer-focused Income Accounts Advisor to join our Income Services team on a 12-month fixed-term contract. You'll play a key role in providing a responsive, solutions-focused service, working with customers to find sustainable ways to manage rent and other housing-related debts.

This is an exciting opportunity to support customers through financial challenges whilst helping RBH maximise income collection and maintain high levels of performance.

About the Role

As an Income Accounts Advisor, you'll provide a high-quality income management service, supporting customers to maintain payments and sustain their tenancies wherever possible.

Working as part of our Income Services team, you'll engage with customers through a variety of channels, helping them understand their accounts, agree realistic repayment arrangements and access the support available to them. You'll work closely with colleagues and external agencies to ensure customers receive the right advice and assistance at the right time.

You'll also play an important role in supporting income collection performance, ensuring accounts are managed effectively and customer-focused solutions remain at the heart of everything you do.

What You'll Be Doing

• Managing and recovering a range of housing-related debts, including rent arrears, former tenant arrears, garage rents, service charges and other sundry debts.
• Contacting customers to discuss outstanding balances and agree sustainable repayment arrangements.
• Supporting customers experiencing financial difficulties by identifying appropriate support and referral opportunities.
• Completing rent verifications for Universal Credit and responding to notifications from the Department for Work and Pensions.
• Maintaining accurate records across housing management systems, customer databases and CRM systems.
• Working collaboratively with Income Officers, Rent Accounting and other internal teams.
• Promoting financial inclusion initiatives and signposting customers to relevant advice and support services.
• Supporting income collection campaigns and service improvement initiatives.
• Contributing to the achievement of team targets, performance measures and service standards.
• Identifying opportunities to improve customer experience and ways of working.

About You

You'll be a confident communicator who enjoys helping customers find practical solutions and delivering excellent service in sometimes challenging situations.

You'll bring:

• Experience of working in a customer-focused environment, ideally within income recovery, debt collection, housing or a related field.
• Strong communication and negotiation skills, with the ability to build rapport and influence positive outcomes.
• The ability to manage sensitive conversations with professionalism, empathy and resilience.
• Experience handling customer enquiries and resolving issues effectively.
• Good numerical and analytical skills, with attention to detail and accuracy.
• Strong organisational skills and the ability to manage competing priorities.
• Experience using Microsoft Office applications and maintaining accurate records on computer systems.
• An understanding of financial hardship and the challenges faced by customers and communities.
• Knowledge of welfare benefits, Universal Credit or social housing would be advantageous.
• A proactive approach and commitment to delivering excellent customer outcomes.

Why Join RBH?

This is an opportunity to make a genuine difference to the lives of our customers by providing support, guidance and practical solutions that help people manage their finances and maintain their homes.

You'll join a supportive team where collaboration, continuous improvement and customer service are at the heart of everything we do. Your contribution will play an important role in supporting both our customers and the long-term sustainability of our services.

What Do We Have to Offer You?

In addition to a competitive salary, you will benefit from:

• 30 days annual leave plus bank holidays
• Option to buy up to 5 additional days annual leave
• An additional 5 days annual leave after 5 years' service
• Pension scheme with employer contributions matched up to 8%, plus death in service benefit
• Flexible and smart working arrangements
• Healthcare cashback plan, virtual GP access and subsidised gym membership
• Employee Assistance Programme available 24/7
• Paid volunteering days
• Enhanced family-friendly policies
• Plus so much more!

Diversity, Inclusion & Belonging

RBH is committed to creating an inclusive workplace where everyone feels valued, respected and supported. We operate a Guaranteed Interview Scheme for applicants who declare a disability, as defined by the Equality Act 2010, and meet the role's minimum requirements as set out in the advert and role profile.

Artificial Intelligence

We recognise that AI can be a useful tool when preparing applications. However, all information, examples and achievements included in your application must be truthful, accurate and based on your own experience.

You are encouraged to apply as soon as possible, as we review applications as they are received and may close this vacancy earlier than indicated.