At a Glance
- Tasks: Support customers with financial wellbeing and manage rent accounts effectively.
- Company: Ocean Housing, a not-for-profit provider of social housing in Cornwall.
- Benefits: 27 days holiday, health plan, flexible work environment, and professional development.
- Other info: Join a dynamic team committed to equality, diversity, and community impact.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive team.
- Qualifications: GCSEs in English and Maths, experience in customer service, and strong communication skills.
The predicted salary is between 29446 - 29446 £ per year.
Join Ocean Housing as an Income Management Advisor!
Location: Stennack House, St Austell
Hours: 37 per week (Mon-Fri)
Salary: £29,446 per annum
Contract: Permanent
At Ocean Housing, we’re passionate about supporting our customers to sustain their tenancies and improve their financial wellbeing. We’re now looking for an Income Management Advisor to join our team—someone who combines strong financial awareness with empathy, resilience and a commitment to excellent customer service.
If you enjoy working with people, solving problems, and making a meaningful impact, this could be your next career step.
Your Role:
- Play a vital role in ensuring effective rent collection while supporting customers to manage their finances.
- Take a proactive, customer-focused approach to preventing arrears, offering advice, and helping people access the support they need.
- Manage a varied caseload, using a range of communication methods—including phone, email, text and home visits—to engage with customers and provide tailored solutions.
- Manage rent accounts, garage and sundry accounts, and former tenant debt.
- Proactively reduce arrears through early intervention and realistic repayment plans.
- Provide welfare benefits advice and support customers to maximise their income.
- Assess financial capability for new and transferring tenants.
- Take legal action where necessary, including preparing cases and representing at court.
- Visit customers in their homes and build positive landlord–tenant relationships.
- Work with external agencies and support organisations to achieve the best outcomes for customers.
What You’ll Bring:
- Knowledge of welfare benefits, including Universal Credit and Housing Benefit.
- Experience of working with customers, including in challenging situations.
- Strong track record of managing workloads and meeting targets.
- Experience of collaborative working with external partners.
- Excellent communication, negotiation and interpersonal skills.
- High level of emotional intelligence, empathy and resilience.
- Strong numeracy and IT skills (including MS Office).
- Ability to stay calm under pressure and manage competing priorities.
- A proactive and solution-focused mindset.
- Commitment to equality, diversity and inclusion.
- GCSEs grades 4-9 or A-C, or equivalent level 2 qualifications in English and Maths. A-level (or equivalent Level 3 qualification).
What are our benefits?
- 27 days holiday + bank holidays.
- Professional membership fees paid.
- Company sick pay scheme.
- Workplace pension with death in service benefit.
- Home office work payment.
- Medicash health plan (including dental & optical).
- Cycle to work scheme.
- Rewards & recognition programme.
- On-site parking.
- Employee assistance programme.
- Family-friendly policies.
Key Dates:
- Closing Date: Monday 8th of June 2026 at Midnight.
- Interview Date: Monday 15th of June 2026 (Face to face at Stennack House, St Austell).
We may close this vacancy early if we receive sufficient applications—so apply soon!
The Company:
Ocean Housing Ltd is a not for profit, charitable registered provider of social and affordable housing, with a stock of over 4,700 properties throughout Cornwall. We are part of the Cornwall Homechoice ‘Choice Based Lettings’ scheme.
At Ocean we believe affordable housing is not just about the buildings, but about the people who turn them into homes. We provide a wide range of services to our residents, helping them to make the most of their homes and the communities they live in.
Mission Statement:
“To be an innovative provider of quality homes and services, with residents and staff at the heart of Ocean, and Ocean at the heart of the community.”
At Ocean our vision is to be the employer of choice for Cornwall. We want to create a work environment where everyone feels like they belong, can bring their best, authentic selves to work every day and are provided with the support they need to do a great job.
Our purpose is to create a modern, dynamic and agile work environment, fit for the 21st Century and one of which all of our colleagues feel included and proud to be a part of. An environment which enables colleagues to provide quality, affordable homes and services for the people of Cornwall.
We believe work is what you do, not where you go and therefore colleagues deliver their work where it best suits the need, whether that be in the office, home or around a local area or site using local facilities. Colleagues are agile and work or have meetings in any place to suit the need and task.
Income Management Advisor employer: Ocean Housing
Ocean Housing is an exceptional employer, dedicated to fostering a supportive and inclusive work environment in St Austell. With a strong commitment to employee development, generous benefits including 27 days of holiday, and a focus on work-life balance, we empower our team to make a meaningful impact in the community while enjoying a fulfilling career. Join us to be part of a forward-thinking organisation that values its staff and prioritises their wellbeing.
StudySmarter Expert Advice🤫
We think this is how you could land Income Management Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Ocean Housing. Understand their mission and values, and think about how your experience aligns with their goals. This will help you show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to income management and customer service. Think of examples from your past experiences that demonstrate your skills in empathy, problem-solving, and financial awareness. The more you practice, the more confident you'll feel!
✨Tip Number 3
Show your personality! During the interview, let your passion for helping others shine through. Ocean Housing values emotional intelligence and resilience, so share stories that highlight your ability to connect with customers and handle challenging situations with grace.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the role. Plus, it gives you a chance to reiterate why you’d be a great fit for the Income Management Advisor position.
We think you need these skills to ace Income Management Advisor
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Income Management Advisor role. Highlight your experience with welfare benefits and customer service, as these are key to what we’re looking for!
Show Your Empathy:In your application, let us see your emotional intelligence and resilience. Share examples of how you've supported customers in challenging situations—this will really resonate with our values at Ocean Housing.
Be Clear and Concise:Keep your writing clear and to the point. We appreciate straightforward communication, so avoid jargon and make sure your skills and experiences shine through without fluff.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this fantastic opportunity.
How to prepare for a job interview at Ocean Housing
✨Know Your Stuff
Before the interview, brush up on your knowledge of welfare benefits, especially Universal Credit and Housing Benefit. Being able to discuss these topics confidently will show that you understand the financial landscape your potential customers navigate.
✨Show Your Empathy
As an Income Management Advisor, empathy is key. Prepare examples from your past experiences where you've successfully supported customers in challenging situations. This will demonstrate your ability to connect with people and provide tailored solutions.
✨Practice Your Communication Skills
Since you'll be engaging with customers through various methods, practice articulating your thoughts clearly and concisely. Consider role-playing common scenarios with a friend to enhance your negotiation and interpersonal skills.
✨Be Solution-Focused
During the interview, highlight your proactive approach to problem-solving. Share specific instances where you've implemented realistic repayment plans or collaborated with external partners to achieve positive outcomes for customers.
