Financial Inclusion Officer
Chime Housing
Salary: £35,000 – £40,000 -37 hours per week
The Vacancy
We're looking for a passionate and customer-focused Financial Inclusion Officer to help residents improve their financial wellbeing and sustain their tenancies. This rewarding role supports customers experiencing financial hardship by providing advice on welfare benefits, budgeting, income maximisation and debt management. Working directly within our communities, you'll make a real difference by helping customers maintain stable, secure homes and access the support they need to thrive.
Introduction to the role
At Chime Housing, we believe safe and sustainable housing starts with supporting our customers to achieve financial stability. As a Financial Inclusion Officer, you'll work closely with residents, colleagues and external partners to provide practical advice and tailored support that helps people overcome financial challenges, maximise their income and sustain successful tenancies.
Role purpose
To provide financial related support to customers experiencing financial hardship, helping them access the correct benefits and develop budgeting skills. The role plays a key part in supporting tenancy sustainment, maximising income collection and delivering excellent customer-focused services
What’s the role?
Key Accountabilities:
- Deliver tenancy sustainment services to customers within their homes and local communities.
- Provide welfare benefits advice and support customers to maximise income and access financial assistance.
- Manage cases involving financial hardship and customers at risk of losing their tenancy.
- Support customers with budgeting, debt management, employment opportunities and reducing fuel poverty.
- Work collaboratively with a range of officers, primarily across the Operations Directorate and Finance Team, as well as external agencies to achieve positive customer outcomes.
- Carry out pre-tenancy assessments and provide ongoing support to new tenants.
- Signpost customers to specialist internal and external support services where appropriate.
- Maintain accurate records and ensure referrals and urgent issues are managed promptly and effectively.
What are we looking for?
Essential:
- Experience providing welfare benefits advice and income maximisation support.
- Experience working directly with customers in a customer-facing service environment.
- Knowledge of housing legislation, tenancy sustainment and arrears management processes.
- Strong communication and negotiation skills with the ability to support customers through difficult circumstances.
- Logical and methodical approach with a high level of attention to detail.
- Ability to manage a varied caseload and work independently while maintaining excellent attention to detail.
- Strong IT skills, including Microsoft Office and case management systems.
- Commitment to delivering outstanding customer service and continuous improvement.
Desirable:
- Level 2 qualification relevant to the role.
- Professional membership, such as the Chartered Institute of Housing (CIH).
- Experience within social housing and knowledge of the regulatory framework governing the sector.
- Experience using MRI Orchard Housing Management Systems.
View full Job Description HERE
Who you’ll work with
- Responsible to: Tenancy Sustainment Team Leader
- Department: Customers and Communities
What can we offer you?
- 28 days’ annual leave (pro rata)
- Employer pension contribution of up to 11%
- Development opportunities
- Comprehensive employee rewards scheme
How we work
We embrace agile working — blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.
How to apply
If this sounds like your next role, click ‘apply now’, tell us why you’ve got what it takes, and attach a copy of your current CV.
Closing date: 11th October 2026
Interviews: to be confirmed
(Please note we reserve the right to close the vacancy early if we receive a large response.)
Financial Inclusion Officer in Watford employer: Chime housing
Chime Housing is an exceptional employer that prioritises the well-being and development of its employees, offering a supportive work culture where teamwork and community impact are at the forefront. With opportunities for professional growth and a commitment to flexible working arrangements, including part-time options, we empower our staff to thrive both personally and professionally in the vibrant setting of Watford. Join us to make a meaningful difference in the lives of our customers while enjoying a fulfilling career in housing management.
