Do you have strong financial support skills, a proactive approach to problem-solving, and a passion for helping customers manage their finances and sustain their tenancies? We’re looking for a Financial Support Officer to join our team and support the delivery of a high quality income management service across Liverpool, St Helens and Warrington.
What you’ll be doing:
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Support new customers during the early weeks of their tenancy, helping them to establish a positive rent payment culture
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Assist customers transitioning to Universal Credit, including supporting claims, managing journals, and ensuring all information is accurate and complete
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Manage a caseload of customer accounts, monitoring rent payments and taking timely, appropriate action to address arrears
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Work to maximise rental income and contribute to achieving key performance targets
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Provide tailored advice on welfare benefits, budgeting, debt and money management
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Complete income and expenditure assessments to help customers make informed financial decisions
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Identify vulnerability and ensure appropriate support, referrals and interventions are in place
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Support applications for Alternative Payment Arrangements and third-party deductions
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Liaise with DWP, Housing Benefit teams and partner agencies to resolve queries and progress customer claims
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Maintain accurate records, ensuring compliance with policies and high customer service standards
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Promote digital inclusion, supporting customers to access online services and manage rent accounts digitally
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Undertake home visits where needed to improve engagement and resolve non-payment issues
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Work collaboratively with colleagues and partners to continuously improve service delivery
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Uphold Torus values across customer care, safeguarding, equality and safety
What we’re looking for:
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GCSEs (or equivalent) in Maths and English.
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Experience in income management, debt recovery, or a similar financial support or customer facing role.
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Strong knowledge of welfare benefits, particularly Universal Credit and its processes.
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Experience managing a caseload, analysing accounts and taking appropriate action to resolve issues.
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Ability to identify vulnerability and provide or coordinate appropriate support and referrals.
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Strong organisational and administrative skills, with the ability to prioritise and meet deadlines.
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Excellent communication and interpersonal skills, with the ability to build trust and influence customers and stakeholders.
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Ability to work independently and as part of a team.
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Full UK driving licence.
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Flexible approach to working hours and varied duties to meet service needs.
Interview Process:
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Candidates will be invited to attend an interview, which will include a competency based discussion exploring relevant experience, knowledge and customer focused behaviours, as well as a scenario based assessment. Interviews will take place at one of our office locations.
Additional Information:
Each successful applicant will be required to complete the following pre employment checks prior to a start date being agreed:
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Right to work verification
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Qualification certificate check (where applicable)
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Two completed references
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Occupational Health questionnaire – Fit for Work
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DBS check (if required for the role)
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Completion of all new starter documentation including signed terms and conditions
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.
