Financial Inclusion Officer in Guildford

Salary: £41,349 per annum

Location: Hemel Hempstead

Hours: Monday to Friday, 9:00am to 5:00pm (1-hour unpaid lunch break)

Fixed Term Contract - Until 09/08/2027

Make a real difference to people's lives. At Hightown Housing Association, we believe everyone should have a home and the support they need to thrive. As a charitable housing association managing more than 9,000 homes across Hertfordshire, Bedfordshire, Buckinghamshire and Berkshire, we are committed to helping people build stable and fulfilling futures.

We are looking for a passionate and knowledgeable Financial Inclusion Officer to join our Housing team on a fixed term contract. This is an exciting opportunity for someone with expertise in welfare benefits, financial inclusion and tenancy sustainment who wants to help people maximise their income, improve financial wellbeing and maintain successful tenancies.

About the role:

As our Financial Inclusion Officer, you will deliver a professional, customer-focused service that supports residents to overcome financial challenges and sustain their homes. You will work directly with customers, helping them access benefits, reduce financial hardship, improve budgeting skills and access wider support services. You will play a key role in preventing tenancy breakdown, homelessness and financial exclusion while helping to maximise rental income and positive outcomes for our residents.

Key responsibilities include:

• Providing welfare benefits advice and income maximisation support.
• Helping customers claim their full entitlement to benefits and other financial assistance.
• Supporting residents with budgeting, debt management, fuel poverty and financial hardship issues.
• Carrying out financial assessments and tenancy risk assessments.
• Assisting customers with benefits appeals, mandatory reconsiderations and discretionary housing payment applications.
• Conducting home visits and delivering practical financial support.
• Working closely with local authorities, Department for Work and Pensions teams, support agencies and other partners.
• Identifying external funding opportunities, grants and charitable support for customers.
• Maintaining accurate records and demonstrating positive outcomes through effective case management.
• Providing guidance to colleagues and sharing expertise on welfare benefits and financial inclusion.

About you:

We are looking for someone who combines strong technical knowledge with excellent customer service skills and a genuine commitment to supporting vulnerable individuals and families. You will have:

• Knowledge of Housing Benefit, Universal Credit, Department for Work and Pensions benefits, welfare reform and financial inclusion best practice.
• Experience supporting customers with debt advice or debt support pathways.
• Strong communication skills with the ability to explain complex information clearly and sensitively.
• Excellent organisational skills and the ability to manage a varied workload.
• Experience working with partner agencies and external stakeholders.
• Confidence handling sensitive and sometimes challenging situations.
• Full UK Driving licence.
• Good IT skills.

Why join Hightown?

When you join Hightown, you become part of an organisation that genuinely cares about its people and the communities we serve. Our benefits include:

• 33 days annual leave including Bank Holidays, increasing with length of service.
• Annual performance-based bonus.
• Monthly attendance bonus.
• Blue Light Card.
• On-site gym access.
• Ongoing training and development opportunities.

Apply now and help us create positive outcomes for our residents and communities. Appointment is subject to satisfactory internal & DBS checks. We will be shortlisting on an ongoing basis so may close the vacancy early.