Housing Advisor

Responsibilities

• Helping residents understand their accounts and resolving charge and payment queries at the first point of contact
• Agreeing fair, realistic repayment plans and supporting people to manage low-level arrears
• Taking follow-up action on debt recovery, including preparing cases and using Money Claim Online where needed
• Setting up direct debits and processing housing benefit payments accurately
• Supporting the smooth turnaround of empty properties, from tenancy endings through to ready-to-let
• Carrying out pre-tenancy checks and keeping new residents updated on the progress of their move
• Keeping our systems accurate and up to date, recording the actions you take and agreements you make
• Spotting where a case needs escalating and referring it on promptly
• More about you
• We value transferable skills from all kinds of backgrounds - whether you've worked in hospitality, retail, contact centres or another customer-facing role, the way you handle people could be exactly what we're looking for.
• Essential:
• Experience in a busy customer-facing or administrative role, managing queries, accounts or a varied caseload
• Confidence handling sensitive conversations, including around money, with a fair and empathetic approach
• Strong communication skills - confident and clear in both written and verbal communication, able to engage effectively with diverse audiences
• Good organisational skills with the ability to multitask and work calmly to targets and deadlines, with strong attention to detail
• Good numeracy, literacy and IT skills, with the confidence to learn and use new systems
• Adaptability and a genuine openness to change
• A good level of self-awareness, with commitment to ensuring your behaviour has a positive impact on customers and colleagues
• Desirable:
• Experience in a housing, debt advice, income management or social care setting
• Familiarity with housing benefit, direct debits or tenancy management
• Knowledge of debt recovery processes, including county court procedures or Money Claim Online
• What you'll get in return
• Beyond a salary of £27,295 and the chance to make a real difference every day, you'll get:
• 26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years
• Your birthday off as an extra holiday
• Up to 10% matched pension contribution
• Hybrid working (3 days office, 2 days home)
• Flexible benefits which might include a Health Cash Plan
• Access to an Employee Assistance Programme for your own wellbeing
• About Curo
• We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide.
• We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers.
• We're committed to making our recruitment process accessible to everyone - if you need any adjustments to help you apply or interview, please contact our recruitment team at

Additional Information

Housing Advisor - Helping People Stay in the Home They Love £27,295 per annum | Bath (The Maltings) | Hybrid Full Time | Permanent | 37 hours per week Your Empathy. Our Communities. Homes for Good. Money worries, a confusing rent statement, the stress of moving home - for many of our residents, you'll be the person who picks up the phone and helps make sense of it all. It's frontline work that asks a lot of you, and gives a lot back. You'll be the first point of contact for residents managing their tenancy, their account and their move, handling a varied caseload of enquiries and helping people understand their options and stay on top of their charges. No two conversations are the same. One call might be a straightforward payment query, the next a sensitive conversation with someone in real financial difficulty. You'll bring patience, clear thinking and a genuine care for getting people to the right outcome.

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