Vacancy: Income & Inclusion Advisor
Closing date: Thursday 2 July
Shortlisting: Friday 3 July
Proposed Interview date: Thursday 9 July
Salary: £27,455.68
About the vacancy:
The Income & Inclusion Advisor plays a key role within Hedyn’s Income Recovery Service: delivering efficient administrative support and engaging directly with customers to resolve early-stage arrears. This role ensures accurate record-keeping, proactive communication, and timely interventions to sustain homes and maximise income collection, while promoting a customer-first approach. The postholder will manage low-level arrears cases within an agreed threshold, acting promptly to prevent escalation and support residents to maintain their rent payments. The role is central to ensuring strong foundations for income recovery through accurate record keeping, proactive customer contact, and effective coordination with the wider Income Recovery and Money Matters teams.
Full UK Driving licence and access to your own vehicle is essential
Specifically, in the role you will:
Income Recovery & Arrears Management:
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Manage low-level arrears cases across a defined workload, carrying out early intervention activity to prevent cases entering formal recovery processes.
- Make proactive outbound contact (telephone, SMS, email, and letters) to engage residents and encourage regular payment.
- Respond to resident queries around balances, rent statements, payment methods, and direct debits with accuracy and professionalism.
- Signpost residents to the Money Matters team or external support agencies where specialist advice is required.
- Support the processing of direct debits, payment arrangements, and account adjustments, ensuring accuracy and compliance.
- Ensure all Universal Credit Landlord Portal verifications are completed promptly.
- Update and maintain all records in housing management systems, ensuring data quality and audit readiness.
- Assist Income Recovery Specialists with gathering information for pre-action requirements, case reviews, and enforcement preparations.
- Prepare standard correspondence, and make repayment agreements with residents.
- Generate arrears reports and assist with performance dashboards if required.
Money Advice
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Support Money Specialists with any administrative tasks required.
- Complete initial welfare needs assessments and ensure residents understand how to prepare for money advice appointments.
- Complete benefit applications for residents where necessary.
- Effectively prioritise those in need of the most urgent support by assessing risk and communicating this clearly with customers and colleagues.
- Provide residents with basic advice on welfare benefits prior to escalation to Money Specialists when needed.
Customer Engagement & Support:
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Build positive relationships with residents, providing advice and signposting to money, energy, and welfare support services.
- Deliver a customer-focused service, engaging directly with residents to understand their individual circumstances and develop affordable, sustainable repayment solutions.
- Contact customers with early-stage arrears to agree affordable repayment plans.
- Monitor team inboxes and workflow tasks, ensuring timely responses and effective triage to the correct colleagues.
- Provide clear advice on payment options and signpost to money and energy advice services.
- Assist residents in obtaining practical support measures such as vouchers, Discretionary Housing Payments and Discretionary Assistant Fund payments.
- Identify and escalate complex cases to Income Recovery Specialists.
- Support residents to use online portals, and payment tools, improving digital confidence and self-service.
- Identify indicators of vulnerability and escalate safeguarding or welfare concerns to the appropriate team members.
- Ensure all work aligns with Hedyn’s approach to safeguarding, equity, diversity, inclusion, and customer empowerment.
Collaboration:
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Work in partnership with Income Recovery Specialists and Money Matters teams to deliver holistic resident services.
- Work collaboratively with Housing, Customer Services, Finance, and Money Matters colleagues to resolve payment issues and improve customer outcomes.
Compliance & Risk Management
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Ensure all actions comply with housing law, pre-court protocols, regulatory standards, and Hedyn’s policies.
- Maintain accurate records on digital systems, updating arrears actions and case notes promptly with a focus on confidentiality and an awareness of GDPR.
- Maintain safe working practices for self and others, in accordance with Hedyn’s policies.
Performance & Continuous Improvement
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Achieve agreed key performance indicators for income collection, arrears reduction, and customer satisfaction.
- Contribute to continuous service improvement initiatives, digital transformation projects, audits and process reviews.
(Please refer to the attached recruitment pack for more information.)
Application Process:
We require an application form to be completed for every role.
We do not require recruitment agency support at this time – all speculative CV’s will be treated as a direct application.
Your Hedyn, our comprehensive benefits package:
We believe Hedyn is a great place to work and it’s important to us that our people feel the same way.
As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.
We are still at the beginning of our journey. Join us to help shape it.
Enhanced Pension Scheme:
We offer an attractive pension scheme with generous employer contributions of up to 12%. You are able to determine the level of contributions that is right for you.
Enhanced Annual Leave:
You’ll start on 25 days annual leave (+ Bank Holidays) which would increase gradually to 30 days following 3 years’ service.
SMART Working (dependent on role):
You’re trusted to manage your time to work in a way that meets the needs of our customers, colleagues and communities.
At Hedyn, we believe that ‘work is something you do rather than somewhere you go.’
Health and Wellbeing:
We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.
Flexible Benefits
We have a flexible benefits package that allows colleagues to spend £625 towards the benefits that suit them. There is a wide range of benefits available to choose from including Private Medical Insurance, Health Cash Plan, the option to have your professional memberships paid for, and Electric Vehicles.
Development:
We offer many professional and personal development options such as sponsored study opportunities and career progression and development.
We want you to be at your very best. Please feel free to let us know of any changes we can make at any point in the recruitment process that will help support your application.
If you are looking for your next career challenge, seeking responsibility, and are passionate about delivering the best possible service, we'd love to hear from you.
