Financial Support Officer - 12 Month Contract - #190622

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:

• Support new customers during the early weeks of their tenancy, helping them to establish a positive rent payment culture
• Assist customers transitioning to Universal Credit, including supporting claims, managing journals, and ensuring all information is accurate and complete
• Manage a caseload of customer accounts, monitoring rent payments and taking timely, appropriate action to address arrears
• Work to maximise rental income and contribute to achieving key performance targets
• Provide tailored advice on welfare benefits, budgeting, debt and money management
• Complete income and expenditure assessments to help customers make informed financial decisions
• Identify vulnerability and ensure appropriate support, referrals and interventions are in place
• Support applications for Alternative Payment Arrangements and third-party deductions
• Liaise with DWP, Housing Benefit teams and partner agencies to resolve queries and progress customer claims
• Maintain accurate records, ensuring compliance with policies and high customer service standards
• Promote digital inclusion, supporting customers to access online services and manage rent accounts digitally
• Undertake home visits where needed to improve engagement and resolve non-payment issues
• Work collaboratively with colleagues and partners to continuously improve service delivery
• Uphold Torus values across customer care, safeguarding, equality and safety

What we’re looking for:

• GCSEs (or equivalent) in Maths and English.
• Experience in income management, debt recovery, or a similar financial support or customer facing role.
• Strong knowledge of welfare benefits, particularly Universal Credit and its processes.
• Experience managing a caseload, analysing accounts and taking appropriate action to resolve issues.
• Ability to identify vulnerability and provide or coordinate appropriate support and referrals.
• Strong organisational and administrative skills, with the ability to prioritise and meet deadlines.
• Excellent communication and interpersonal skills, with the ability to build trust and influence customers and stakeholders.
• Ability to work independently and as part of a team.
• Full UK driving licence.
• Flexible approach to working hours and varied duties to meet service needs.

Interview Process:

• 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:

• Right to work verification
• Qualification certificate check (where applicable)
• Two completed references
• Occupational Health questionnaire – Fit for Work
• DBS check (if required for the role)
• 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.