Financial Support Officer - 12 Month Contract in Warrington

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. Interviews will take place at our St Helens office on Monday 20th July 2026.

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), 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.

Salary and Benefits:

• £34,064 (pending pay award)
• Hours: 37
• Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
• Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
• Financial Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.
• Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
• Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
• Recognition and Well-being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
• Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
• Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
• Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.